We Make Remote Work Remarkable • TopTalent from LatAm
Hello! We are GoFasti, a Talent-as-a-Service. GoFasti bridges the gap between world-class developers and designers from LatAm and first-class companies around the globe.
We need an English-fluent Tier 2 Support Specialist, based in Latin America, available to work remotely.
We are looking for someone with exceptional communication and relationship-building skills, who embraces changes while maintaining strong attention to detail. An interested and proactive person, who's constantly learning and improving their skills.
Are you the one we are looking for?
Responsibilities:
- Respond to escalated support tickets. This can include, but is not limited to license activation, site configuration, and update failures.
- Troubleshoot complex issues involving SharePoint sites and application-specific configurations.
- Analyze error logs and collaborate with engineering to resolve systemic issues.
- Assist customers with applying and validating license keys for NITRO Studio and associated applications.
- Guide clients through application updates and installations using internal documentation.
- Provide clear, professional, and sympathetic communication to clients across government, healthcare, and other enterprise sectors.
- Coordinate with customers to ensure timely updates and compliance with mandatory upgrade schedules.
- Maintain and update internal knowledge base articles and customer-facing documentation.
- Contribute to support process improvements and share insights with Tier 1 and development teams.
- Work closely with internal teams including SharePoint Support, Engineering, and Product Management.
- Host screen-sharing sessions and remote troubleshooting calls with clients.
Requirements:
- 2+ years of experience in technical support, preferably in a Tier 2 or escalation role.
- Strong understanding of SharePoint architecture (tenants, site collections, subsites, farm IDs, web applications).
- Familiarity with NITRO Studio or similar SharePoint-based application platforms.
- Experience with license key management and troubleshooting application updates.
- Excellent written and verbal communication skills.
- Ability to work independently and manage multiple support cases simultaneously.
It´s a Plus:
- Experience supporting government or enterprise clients.
- Knowledge of Power Portal licensing and integration.
Compensation:
- The Salary range offered for this position varies from (USD) $1,800 - $2,300 per month, depending on seniority and skillset.
- This position is for an independent contractor, through a payroll platform.
- The talent will work REMOTELY allocated at our client.
Here are the steps for this process:
Application review/approval > Screening interview with GoFasti's team > We build and send your profile to our client > Profile review/approval by client > Interview with the client > Hiring and onboarding.
Once you apply for the job, our team will review your resume. If it meets the requirements, we will contact you and move forward in the process.
Note for Candidates Approached Directly:
If you were contacted directly by a member of our team and are interested in this opportunity, please do not apply through this link. Instead, reach out to the person who contacted you to coordinate a meeting.
Thank you!
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