Technical Support Agent

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Respond to client inquiries and technical concerns through phone, email, chat, and Skype

• Assist customers by guiding them through troubleshooting procedures

• Conduct follow-ups with clients to ensure issue resolution and collect feedback

• Identify and resolve software, system, and network-related problems

• Refer recurring or intricate issues to higher-level support or pertinent teams

• Document incidents and solutions in ticketing systems while handling multiple cases

• Collaborate with colleagues on challenging issues

• Contribute insights during team meetings

• Develop, update, and maintain knowledge base articles, FAQs, and technical documentation

• Keep abreast of industry trends, tools, and technologies

• Offer feedback on recurring issues for product and process enhancements

• Propose and implement strategies to improve the customer support experience

⛳️ Requirements

• A minimum of 2 years of experience in a tech support position, preferably in a tech or SaaS setting

• Knowledge of REST APIs and troubleshooting API requests

• Proficient in log review and metrics analysis utilizing tools like Kibana

• Understanding of basic software and technical concepts

• Proficiency in both English and Spanish

• Knowledge of Portuguese is an advantage

• Experienced in using ticketing systems, such as Jira or similar platforms

• Excellent verbal and written communication abilities

• Capable of explaining complex technical concepts to both technical and non-technical audiences

• Strong problem-solving skills

• Competent in managing and prioritizing tasks efficiently

🏝️ Benefits

• Fully remote work setup

• Rotating weekly shift schedule

• Multilingual work environment