Job Summary: We are seeking a passionate Rocker who thrives at the intersection of technology and people to deliver live technical support, resolve software issues, and train B2B customers — contributing to their success and continuous improvement. Key Highlights: 1. AI-First company revolutionizing people management in Latin America 2. Focus on autonomy, empowerment, and results-oriented work 3. Multicultural environment and agile methodology-based teamwork Are you passionate about the interaction between technology and people? Do you want to join an AI\-First company that is transforming people management across Latin America? At Rankmi, we don’t seek task executors — we seek Rockers: autonomous, empowered, results-driven individuals who take ownership of their projects and guide our B2B clients toward success. **Job Mission** * Deliver live technical support to customers, ensuring an exceptional experience through effective resolution of software-related issues. Contribute to customer success via accurate diagnostics, personalized training, and continuous improvement of support processes. Find this job and more on Get on Board. ### **Responsibilities** * Provide technical support to customers, resolving issues related to SaaS software usage. * Respond to inquiries via channels such as email, chat, and phone, ensuring rapid and effective solutions. * Analyze and diagnose technical issues reported by customers, identifying root causes and delivering appropriate solutions. * Escalate complex issues to the development team or other departments when necessary. * Generate periodic reports on incidents, resolution times, and service KPIs to evaluate and improve support efficiency. * Document all incidents and their resolutions in the incident management system for future reference. * Deliver customized training and assistance on software usage and best practices, as needed. * Manage and prioritize multiple simultaneous incidents, ensuring compliance with established SLAs. * Follow up on open incidents to ensure resolution and proactively communicate progress to customers. ### **Requirements** * Technical or university degree in Human Resources, Administration, Technology, Computer Science, Technical Support, or related fields. * Minimum 2 years of experience providing payroll support or end-user technical support, preferably in SaaS environments. * Intermediate or advanced Excel proficiency. Knowledge of payroll. ### **Desirable** * Experience with incident management tools (e.g., Zendesk, Jira). ### **Benefits** We know high performance requires great balance. That’s why we’ve designed a value proposition that cares for you and your loved ones: * **Work\-Life Balance**: Hybrid work model, flexible working hours (we trust your responsibility), additional vacation days to disconnect, and a moving-day leave. * **We Care**: Half-day off on your birthday, your children’s birthdays, or your spouse’s birthday. Additional paternity postnatal leave. Marriage/civil union bonus, newborn bonus, and referral program. We also know your pets are family — so we offer a day off upon their passing. * ✨ **Rankmi Vibes**: Forget corporate formalwear — we have a relaxed dress code, a multicultural environment, and apply agile methodologies within multidisciplinary teams. If you’re a lifelong learner, energized by dynamism, and eager to challenge the HR Tech status quo, we want to meet you! GETONBRD Job ID: 62745 **Remote work policy** ---------------------- **Hybrid** This job is performed partly from home and partly at the office in Santiago (Chile).
Sofía Muñoz
MyJob · HR
Sofía Muñoz
MyJob · HR
