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Open nowPosted 15 hours ago

Technical Support Agent - LATAM

ALEA6 open roles

Where
Mexico City, Mexico; Tegucigalpa, Honduras
Work mode
Remote
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Your applicationOpen nowTechnical Support Agent - LATAMALEA · Mexico City, Mexico; Tegucigalpa, Honduras

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ALEA's own form.

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The clock on this job

Early applications get read.

11.9% of postings close within 7 days. Measured by our own scanner across the market. ALEA postings stay open a median of 5 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.9%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 15 hours ago

ALEA median: 5 days open

The posting

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.

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