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.
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.
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.