Technical Support Agent

• Address client inquiries and technical issues via phone, email, chat, and Skype
• Guide customers through troubleshooting steps
• Follow up with clients to confirm issue resolution and gather feedback
• Diagnose and resolve software, system, and network-related issues
• Escalate recurring or complex issues to higher-level support or relevant teams
• Log incidents and resolutions in ticketing systems while managing multiple cases
• Collaborate with team members on complex issues
• Share insights during team meetings
• Create, update, and maintain knowledge base articles, FAQs, and technical guides
• Stay informed about industry trends, tools, and technologies
• Provide feedback on recurring issues for product and process improvement
• Suggest and implement ideas to enhance the customer support experience

• Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment
• Familiarity with REST APIs and troubleshooting API calls
• Experience with log review and metrics analysis using tools like Kibana
• Basic software and technical concepts
• Fluency in English and Spanish
• Portuguese is a plus
• Proficiency in using ticketing systems, such as Jira, or similar platforms
• Strong verbal and written communication skills
• Ability to explain complex technical concepts to technical and non-technical audiences
• Advanced problem-solving skills
• Ability to manage and prioritize tasks effectively

• Fully remote work arrangement
• Rotating weekly shift pattern
• Multilingual work environment