Tecnical Support Agent

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8nd79t

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.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8nd79t