Tech Support Agent - SaaS

Posted 8 days agoViewed

💎 Seniority level: Entry, 1 to 3 years

📍 Location: Mexico, Pacific Time, NOT STATED

🔍 Industry: SaaS

🗣️ Languages: English, Spanish

⏳ Experience: 1 to 3 years

🪄 Skills: Attention to detailExcellent communication skillsTroubleshootingTechnical supportDebuggingCustomer supportSaaS

1 to 3 years of experience in customer support, specifically with SaaS solutions.
Versatile with technology and workflows, with a high level of computer fluency.
Experience providing customer support and resolving issues effectively.
Strong attention to detail and ability to triage bugs quickly.
Excellent English communication skills, both written and spoken.
Experience with support platforms (e.g., Freshdesk, Zendesk) preferred.
Working knowledge of PC and Mac operating systems and browsers.
Current residence in Latin America is required.

Provide technical support via phone or tickets assisting platform end-users and admins.
Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams.
Collaborate with other teams to enhance knowledge of the platform and service offerings.
Strive to increase ticket resolution speed and performance.
Track and manage cases in the ticketing system with accurate information.
Triage customer issues, debug, and find workarounds.
Participate in the rotation to provide off-hour support.