📍 Job Overview

• Job Title: Intern, Customer Support Engineer
• Company: ServiceRocket
• Location: Santiago, Chile
• Job Type: Intern
• Category: Customer Support, Technical Support
• Date Posted: 2025-07-09
• Experience Level: Entry-level (0-2 years)
• Remote Status: Hybrid (preferential consideration for local candidates)

🚀 Role Summary

• Key Responsibilities: Provide first-line technical support to customers, troubleshoot simple problems, and communicate effectively with customers.
• Key Skills: Strong data analysis, critical thinking, problem-solving, and excellent communication skills in English.
• Company Focus: ServiceRocket is a global tech-enabled services company committed to customer trust and Rocketeer development.

📝 Enhancement Note: This role focuses on customer support and technical problem-solving, providing an excellent entry point for aspiring IT professionals to gain practical experience in a collaborative and inclusive work environment.

💻 Primary Responsibilities

• Customer Communication: Communicate efficiently and effectively with customers, owning issues from initial contact until resolution.
• Problem Solving: Solve technical problems for customers daily, ensuring all customers have a great experience.
• Feedback Analysis: Synthesize diverse feedback from customers, offer informed opinions on potential solutions, and identify bugs/product issues for the development team.
• Issue Resolution: Resolve issues raised within SLA with the aim of preventing future problems.
• Knowledge Sharing: Learn, document, and share knowledge with others to drive continued innovation within the Support Engineering organization.

🎓 Skills & Qualifications

Education: Pursuing a degree in Information Technology, Computer Science, or a related field.

Experience: No formal work experience required; relevant coursework and projects are valuable.

Required Skills:

• Strong data analysis, critical thinking, and problem-solving skills
• Excellent communication skills in English
• Ability to work in both cloud and data center environments

Preferred Skills:

• Familiarity with customer support software and tools
• Basic knowledge of relevant products and their capabilities
• Ability to work in a team and collaborate with other team members

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Customer Support Experience: Highlight any relevant customer support experience, including projects or internships.
• Problem-Solving Projects: Showcase projects that demonstrate your problem-solving skills and ability to troubleshoot technical issues.
• Communication Skills: Provide examples of your excellent communication skills, such as written reports, presentations, or customer service interactions.

Technical Documentation:

• Process Documentation: Document your approach to troubleshooting and problem-solving, including any relevant processes or methodologies you've developed.
• Customer Feedback Analysis: Demonstrate your ability to analyze customer feedback and identify trends or issues that may impact product development.

💵 Compensation & Benefits

Salary Range: Not specified. Research suggests internships in Chile typically offer a stipend or hourly wage, with the average ranging from CLP 300,000 to CLP 500,000 per month (approximately USD 450 to USD 750).

Benefits:

• Health insurance
• Retirement plan/funds saving
• Generous monthly fixed allowances (Rockettoria, Scholarship & Learning, Tech Choice, Wellness)
• Generous PTO plus one cultural heritage and community day
• Stock options
• Share the fruit program: when the company grows, employees share the profit

Working Hours: Full-time (40 hours per week)

🎯 Team & Company Context

Company Culture:

• Industry: Global tech-enabled services
• Company Size: Medium (200-500 employees)
• Founded: 2000
• Team Structure: Collaborative and inclusive, with a focus on customer trust and Rocketeer development
• Development Methodology: Not specified; likely Agile or Scrum methodologies for software development

Company Website: ServiceRocket

📝 Enhancement Note: ServiceRocket has been certified as a best place to work for its US, Chile, and Malaysian offices, indicating a strong focus on employee satisfaction and company culture.

📈 Career & Growth Analysis

Role Analysis:

• Customer Support Intern: Entry-level role focused on providing technical support to customers, with opportunities to learn and grow within the Support Engineering organization.

Growth Opportunities:

• Technical Skills Development: Gain practical experience in customer support and technical problem-solving, developing essential skills for a career in IT or software development.
• Career Pathways Program: ServiceRocket offers career pathways for horizontal, vertical, or any other growth path, providing opportunities for professional development and advancement.

📝 Enhancement Note: As an intern, you will have the opportunity to work alongside experienced team members and learn from industry experts, contributing to your professional growth and development.

🌐 Work Environment

Office Type: Hybrid (preferential consideration for local candidates)

Office Location(s): Santiago, Chile

Workspace Context:

• Collaborative Environment: Work alongside experienced team members and collaborate with other departments to ensure customer satisfaction.
• Technical Tools: Utilize customer support software, troubleshooting tools, and other relevant technologies to assist customers and resolve technical issues.
• Work-Life Balance: ServiceRocket offers a generous PTO policy and one cultural heritage and community day to celebrate your story, family, and culture.

Work Schedule: Full-time (40 hours per week), with flexible hours for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: Although the position is hybrid, preferential consideration will be given to candidates based locally to the country’s office to better collaborate with the team.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: Meet with the Talent Acquisition member in charge of the process to discuss the role and answer any questions you may have.
2. Hiring Team & Executive Meeting: Meet with the hiring team and the executive of the area to discuss your qualifications and fit for the role.
3. Final Decision: Receive a final decision regarding your application.

Portfolio Review Tips:

• Customer Support Experience: Highlight any relevant customer support experience, including projects or internships, and provide examples of successful customer interactions.
• Problem-Solving Projects: Showcase projects that demonstrate your problem-solving skills and ability to troubleshoot technical issues, with a focus on customer-centric solutions.
• Communication Skills: Provide examples of your excellent communication skills, such as written reports, presentations, or customer service interactions, and explain how you adapt your communication style to different customers and situations.

Technical Challenge Preparation:

• Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice troubleshooting simple technical problems.
• Communication Skills: Prepare for questions about your communication skills and be ready to provide examples of your ability to communicate effectively with customers.

ATS Keywords: Customer Support, Technical Support, Problem Solving, Data Analysis, Critical Thinking, Communication Skills, Troubleshooting, Documentation, Team Collaboration

📝 Enhancement Note: ServiceRocket's selection process is designed to give you the opportunity to interview the company and confirm that it is the right fit for you. Be prepared to ask questions and engage in a two-way conversation throughout the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Customer support software (e.g., Zendesk, Freshdesk, or similar)
• Troubleshooting tools and guides
• Collaboration tools (e.g., Slack, Microsoft Teams, or similar)

Technical Infrastructure:

• Cloud and data center environments
• Relevant products and their capabilities
• Familiarity with customer support best practices and methodologies

📝 Enhancement Note: As a customer support intern, you will work with various tools and technologies to assist customers and resolve technical issues. Familiarize yourself with common customer support software and troubleshooting methodologies to prepare for the role.

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Focus on customer satisfaction and ensure all customers have a great experience.
• Problem-Solving: Troubleshoot technical problems and find effective solutions for customers.
• Communication: Communicate efficiently and effectively with customers, adapting your communication style to different customers and situations.
• Collaboration: Work alongside experienced team members and collaborate with other departments to ensure customer satisfaction.

Collaboration Style:

• Cross-Functional Integration: Collaborate with designers, marketers, and other departments to ensure customer satisfaction and drive continued innovation within the Support Engineering organization.
• Code Review Culture: Not specified; likely a collaborative culture with a focus on knowledge sharing and continuous learning.
• Knowledge Sharing: Learn, document, and share knowledge with others to drive continued innovation within the Support Engineering organization.

📝 Enhancement Note: ServiceRocket's collaborative and inclusive work environment fosters a culture of knowledge sharing and continuous learning, providing an excellent opportunity for interns to gain practical experience and grow both personally and professionally.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice troubleshooting simple technical problems.
• Customer Feedback Analysis: Develop your ability to analyze customer feedback and identify trends or issues that may impact product development.
• Emerging Technologies: Stay up-to-date with emerging technologies and their potential impact on customer support and technical problem-solving.

Learning & Development Opportunities:

• Technical Skills Development: Gain practical experience in customer support and technical problem-solving, developing essential skills for a career in IT or software development.
• Career Pathways Program: ServiceRocket offers career pathways for horizontal, vertical, or any other growth path, providing opportunities for professional development and advancement.
• Conferences & Certifications: ServiceRocket offers learning and development opportunities, including conference attendance, certifications, and community involvement.

📝 Enhancement Note: As an intern, you will have the opportunity to work alongside experienced team members and learn from industry experts, contributing to your professional growth and development. ServiceRocket's Career Pathways Program and learning and development opportunities provide additional resources for continued learning and skill development.

💡 Interview Preparation

Technical Questions:

• Customer Support Scenarios: Prepare for questions about common customer support scenarios and your ability to troubleshoot simple technical problems.
• Problem-Solving Skills: Demonstrate your problem-solving skills and ability to find effective solutions for customers.
• Communication Skills: Prepare for questions about your communication skills and be ready to provide examples of your ability to communicate effectively with customers.

Company & Culture Questions:

• Company Culture: Research ServiceRocket's company culture and be prepared to discuss how you align with the company's values and mission.
• Customer Support Methodologies: Familiarize yourself with customer support best practices and methodologies, and be ready to discuss your approach to customer support and problem-solving.
• Team Dynamics: Prepare for questions about your ability to work in a team and collaborate with other departments to ensure customer satisfaction.

Portfolio Presentation Strategy:

• Customer Support Experience: Highlight any relevant customer support experience, including projects or internships, and provide examples of successful customer interactions.
• Problem-Solving Projects: Showcase projects that demonstrate your problem-solving skills and ability to troubleshoot technical issues, with a focus on customer-centric solutions.
• Communication Skills: Provide examples of your excellent communication skills, such as written reports, presentations, or customer service interactions, and explain how you adapt your communication style to different customers and situations.

📝 Enhancement Note: ServiceRocket's interview process is designed to give you the opportunity to interview the company and confirm that it is the right fit for you. Be prepared to ask questions and engage in a two-way conversation throughout the interview process.