Address client inquiries and technical issues via phone, email, and chat, 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.
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.
Provide feedback on recurring issues to help identify areas for improvement.

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.
Fluency in English and Spanish is required; Portuguese is a plus.
Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
Strong verbal and written communication skills.
Advanced problem-solving skills.

Technical Support Agent

Key skills