Technical Support Specialist (based in El Salvador)

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� Description

• • Own the customer journey from first hello to triumphant launch. You will provide expert, real-time support via live chat and tickets, guiding more than 3 million global users through Hostinger’s suite of hosting, domain, and website-building products. Every interaction is a chance to turn confusion into confidence and curiosity into long-term loyalty.
• • Translate complex technical puzzles into crystal-clear, step-by-step instructions that a brand-new blogger in Santa Ana or a seasoned developer in San Salvador can follow with ease. Whether the issue is DNS propagation, SSL misconfiguration, or WordPress plugin conflicts, you will diagnose, explain, and resolve it without jargon.
• • Champion continuous improvement. You will proactively surface recurring pain points, suggest knowledge-base updates, and feed real-world insights to the Product, Engineering, and AI teams. Your frontline perspective directly shapes roadmap decisions that affect millions.
• • Elevate Kodee, Hostinger’s AI Assistant, by training it on new scenarios, refining its tone, and validating its answers. Your daily ticket logs become the fuel that makes Kodee smarter, faster, and more human.
• • Rotate across morning, day, and night shifts from the comfort of your home office anywhere in El Salvador. A reliable high-speed connection keeps you plugged into a 100 % remote team that spans 150 countries, ensuring customers receive 24/7 world-class support.
• • Master the ever-evolving Hostinger ecosystem. You will stay ahead of product launches, feature rollouts, and emerging web technologies—HTTP/3, LiteSpeed caching, Node.js deployments—so you can advise users on best practices before they even know they need them.
• • Collaborate cross-functionally with Marketing, Design, and Engineering squads during ad-hoc projects such as launch campaigns, bug bashes, and customer-experience sprints. Your voice ensures that “supportable” is baked into every new release.
• • Celebrate success loudly. When a customer’s e-commerce store goes live or a portfolio site hits 99 % uptime, you will be the invisible hero who made it happen—and you’ll share those wins in weekly team shout-outs, fueling a culture of recognition and pride.
• • Own your metrics: first-response time, CSAT, resolution rate, and knowledge-base deflection. You will track, analyze, and iterate on your performance, turning data into personal growth stories and department-wide best practices.
• • Grow without limits. After an immersive three-week boot camp covering Linux, networking, and customer-communication mastery, you’ll gain ongoing access to Reforge, Scribd, global conferences, and internal mobility paths that can take you from Support Specialist to Team Lead, Product Owner, or Solutions Engineer.