Technical Support Agent - Remote

Overview

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space.

In Short

• Address client inquiries and technical issues via phone, email, and chat.
• Guide customers through troubleshooting steps to resolve technical problems.
• Follow up with clients to confirm issue resolution and gather feedback.
• Diagnose and resolve software, system, or network-related issues.
• Escalate recurring or complex issues to higher-level support.
• Perform detailed logging of incidents in ticketing systems.
• Partner with team members to address complex issues.
• Create and maintain knowledge base articles and technical guides.
• Provide feedback on recurring issues for process improvement.
• Suggest and implement ideas to enhance customer support experience.

Requirements

• Minimum of 2 years in a tech support role.
• Familiarity with REST APIs and troubleshooting API calls.
• Experience with log review and metrics analysis using Kibana.
• Fluency in English and Spanish; Portuguese is a plus.
• Proficiency in using ticketing systems (e.g., Jira).
• Strong verbal and written communication skills.
• Advanced problem-solving skills.

Benefits

• Opportunity to work in a dynamic tech environment.
• Collaborative team culture.
• Professional growth and development opportunities.
• Flexible working hours.
• Supportive management and resources.