About the role
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.
This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.
Key Responsibilities
Customer Support
- Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses.
- Guide customers through troubleshooting steps to resolve technical problems.
- Follow up with clients to confirm issue resolution and gather feedback on the support experience.
Technical Troubleshooting
- Diagnose and resolve software, system, or network-related issues.
- Escalate recurring or complex issues to higher-level support or relevant teams.
- Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously.
Collaboration and Knowledge Sharing
- Partner with team members to address complex issues and share insights during team meetings.
- Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team.
- Stay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery.
Process Improvement
- Provide feedback on recurring issues to help identify areas for product and process improvement.
- Suggest and implement ideas to enhance the customer support experience.
Required Qualifications
- Experience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.
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Technical Knowledge
- Familiarity with REST APIs and troubleshooting API calls.
- Experience with log review and metrics analysis using tools like Kibana.
- Basic software and technical concepts (engineering degree not required).
- Languages: Fluency in English and Spanish is required; Portuguese is a plus.
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Skills
- Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
- Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.
Additional information
This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.
Originally posted on Himalayas
Time-zone restrictions (UTC offsets): -8, -7, -6, -5