Technical Support Agent - LATAM

About the Position

Technical Support Agent - LATAM

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.

Responsibilities

Customer Support

• 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.

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.

Requirements

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.

We Offer

• Fully remote work environment
• Competitive salary
• Opportunity to work with a leading tech company in the LATAM region

About the Company

ALEA is a leading company in the tech industry, dedicated to providing innovative solutions and exceptional customer support. We value a diverse and inclusive workplace where every team member can thrive and contribute to our success.

Apply now to join our team and make a difference in the tech support space!