Research and Technical Support Specialist

e-Nabler Corporation is seeking a Research and Technical Support Specialist to join the on-site team in San Juan, Puerto Rico. This role centers on delivering hands-on technical assistance for the eMobilePOS platform, handling customer inquiries, troubleshooting across hardware and software, and contributing to QA and knowledge-sharing efforts across cross-functional partners.

Job Details

• Location: San Juan, PR (onsite)
• Salary: USD 12 - 16 per hour

Responsibilities

• Provide timely and courteous support to customers via phone, email, chat, or in person, addressing hardware, software, network, and application performance issues with a focus on service excellence.
• Diagnose and resolve technical problems across hardware, software, networking, and product features; escalate complex cases to internal teams while maintaining thorough documentation.
• Accurately record customer interactions, issues, and resolutions in the company’s ticketing or CRM systems.
• Contribute to both internal and customer-facing knowledge bases by capturing common issues, resolutions, troubleshooting steps, and best practices.
• Assist in delivering training sessions or workshops to educate customers on product features and troubleshooting steps.
• Stay current with product updates, industry trends, and emerging technologies to provide informed support.
• Collaborate with Sales, Engineering, and Product Development to ensure a seamless customer experience.
• Communicate customer pain points and frequently reported issues to inform product improvements.
• Engage in functional, regression, and compatibility testing for upcoming releases, following QA procedures to maintain stability.
• Identify, reproduce, and document software issues using QA or ticketing tools; work with the Development Team to validate fixes and retest updates.
• Suggest UI/UX improvements when inconsistencies or opportunities for quality enhancements are observed.
• Provide clear, step-by-step guidance to help customers resolve issues independently.
• Gather feedback, spot recurring issues, and propose enhancements to boost customer satisfaction.

Requirements

• Associate degree in Computer Science, Information Technology, or a related field is required; a bachelor’s degree in a relevant field is preferred but not mandatory.
• Proven experience in technical support or customer service, preferably in a technology-driven environment.
• Strong knowledge of computer systems, software applications, networking, and troubleshooting techniques.
• Proficient with help desk software, ticketing systems, and CRM tools to manage customer interactions and monitor progress.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Fluency in English and Spanish is required to support a diverse customer base.
• Exceptional problem-solving and analytical abilities to quickly diagnose and resolve issues.
• Patience, empathy, and a customer-centric approach to service delivery.
• Ability to work collaboratively in a team and manage multiple priorities effectively.
• Willingness to work rotating shifts, including weekends and holidays, to provide 24/7 technical support coverage.
• Driver's License is required.
• Ability to commute to San Juan, PR 00918 is required.

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off