Technical Support Agent - LATAM

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.

• 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.

• 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.

• 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.

• Provide feedback on recurring issues to help identify areas for product and process improvement.
• Suggest and implement ideas to enhance the customer support experience.

• Experience:
  
  Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.
• Technical Knowledge:
  Familiarity with REST APIs and troubleshooting API calls.
• Technical Knowledge:
  Experience with log review and metrics analysis using tools like Kibana.
• Technical Knowledge:
  Basic software and technical concepts (engineering degree not required).
• Languages:
  
  Fluency in English and Spanish is required;
  Portuguese is a plus.
• Skills:
  
  Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
• Skills:
  
  Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Skills:
  
  Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.

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.