Technical Support Agent

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

📋 Description

• Assist users in resolving technical issues

• Set up and configure integrations

• Provide guidance to users navigating platform settings

• Offer support to users without a technical background

• Analyze problems and identify their root causes

• Develop effective solutions

• Investigate user technical issues and guide them toward solutions with clarity and patience

• Learn new technologies and troubleshoot integrations across various platforms and devices

• Deliver 24/7 on-demand customer support, aiming to resolve customer issues within one hour

⛳️ Requirements

• Proficiency in English at C1 level, both written and spoken

• 1–2 years of experience in technical support, preferably within a SaaS, software, or technology setting

• Understanding of how external email and calendar tools—like Gmail, Outlook, Apple Mail, and iCloud—integrate with native platforms, including setup, configuration, and synchronization

• Strong logical reasoning abilities

• High level of problem-solving and analytical skills

• Experience troubleshooting Apple Mail and iCloud (preferred)

• Practical experience with Apple devices and environments (preferred)

• Familiarity with iOS and macOS (a plus)

• Access to Apple devices such as an iPhone and/or Mac for testing configurations and replicating user issues (a plus)

• Experience in troubleshooting Apple Mail, iCloud, email synchronization, and calendar integrations (a plus)

• Excellent verbal and written communication skills

• High levels of cognition and resourcefulness

• Patience and a teaching-oriented mindset

• Strong attention to detail

• Customer-centric approach

• Educational background: Baccalaureate / Middle Education

• Advanced English proficiency

🏝️ Benefits

• Opportunity to work in a dynamic, technology-driven environment

• Professional development and training opportunities

• Flexible working hours and remote work options

• Collaborative and supportive team culture

• Competitive salary and benefits package