Project Manager
Shift Markets
Tier 2 Support Specialist
GoFasti
contract
Posted on:
Origin: • 💃 Anywhere in Latin America
Visit company websiteSalary
💰 $1,800 - $2,300 per month
Job Level
JuniorMid-Level
About the role
- Respond to escalated support tickets, including 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
- English-fluent; based in Latin America; available to work remotely
- 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
- Exceptional communication and relationship-building skills; strong attention to detail
- Experience supporting government or enterprise clients (It´s a Plus)
- Knowledge of Power Portal licensing and integration (It´s a Plus)
