Technical Support Agent - South America
Company:Canals AI
Location:South America
Languages:English
Seniority level:Entry, 1-3 years
Experience:1-3 years
Skills:
SQLAPI testingProblem SolvingWritten communicationVerbal communicationTroubleshootingTechnical supportDebuggingCustomer support
Requirements:
1–3 years of experience in technical support for a SaaS product. Excellent written and verbal communication skills. Ability to translate complex topics for non-technical users. Highly organized, proactive, and comfortable in a fast-moving startup environment. A genuine sense of urgency.
Responsibilities:
Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time. Troubleshoot product and integration issues, escalating when needed. Use Postman to test API endpoints and SQL to run basic queries for debugging. Investigate customer behavior and issues using FullStory session data. Collaborate closely with CSMs and the Solutions team. Document resolutions and update internal Zendesk macros and knowledge base articles. Identify recurring issues and propose process or product improvements.
