Technical Support Specialist (based in Latin America)

📋 Description

• • Own the customer journey from first hello to full online success. You will be the first point of contact for over 3 million Hostinger users across 150 countries, guiding entrepreneurs, bloggers, and small-business owners through every technical hurdle they face.
• • Deliver lightning-fast, empathetic support via live chat and ticketing systems, turning complex hosting mysteries into clear, step-by-step solutions that anyone—regardless of technical background—can implement with confidence.
• • Master Hostinger’s entire product ecosystem: shared, cloud, and VPS hosting, domains, DNS, email, SSL, website builders, and the proprietary hPanel. Stay ahead of weekly feature releases so customers always receive accurate, up-to-date guidance.
• • Collaborate daily with Engineering, Product, and AI teams to surface recurring pain points, propose fixes, and pilot new workflows that reduce ticket volume and boost customer satisfaction scores.
• • Train and refine Kodee, Hostinger’s AI assistant, by feeding it real-world scenarios, tagging edge cases, and validating suggested answers—directly shaping the next generation of automated support.
• • Rotate through morning, day, and night shifts (including some weekends) to guarantee 24/7 coverage for a global audience, while enjoying the flexibility to balance personal commitments.
• • Contribute to multilingual knowledge-base articles, video scripts, and micro-tutorials that empower users to self-serve and reduce future contact rates.
• • Champion a culture of continuous improvement: run weekly retros, A/B test macros, and share best practices across a 100 % remote team spanning Latin America and beyond.
• • Celebrate every customer win—whether it’s a first sale on a new WooCommerce store or a portfolio site that just went live—and capture those stories to inspire the wider Hostinger community.