Freelance Latin America is looking for a Tech Support professional to deliver first-line technical assistance to our clients. You'll join a remote team focused on resolving inbound hardware and software queries to ensure a smooth customer experience.
What You'll Do
- Provide first-line support by addressing inbound technical queries via phone, email, or chat.
- Troubleshoot hardware and software issues for clients and guide them through step-by-step solutions.
- Resolve basic technical issues and escalate more complex problems to the appropriate higher-level team.
- Document all client interactions, technical issues, and resolutions within the helpdesk system.
- Ensure customer satisfaction by providing clear and effective communication throughout the support process.
- Help clients with account-related inquiries, password resets, and system configuration tasks.
- Collaborate with internal teams to enhance product knowledge and support processes.
- Stay up-to-date with the latest technologies and common troubleshooting techniques.
What We're Looking For
- Ability to troubleshoot common hardware, software, and network issues.
- Understanding of basic networking concepts (IP addressing, routers, switches).
- Strong customer service skills with a focus on empathy and providing timely, clear solutions.
- Excellent verbal and written communication skills to interact effectively with clients.
- Ability to think critically and troubleshoot issues independently while keeping clients informed.
- Experience with helpdesk and ticketing systems.
- Strong time-management skills to prioritize and resolve support tickets within an appropriate timeframe.
- Ability to accurately document issues, solutions, and customer information in the support system.
Team & Environment
You will be part of the client’s team, following their company guidelines, communication practices, and workflows.
Benefits & Compensation
- Competitive pay in US Dollars.
- Work with some amazing, respected business professionals.
- Team input is valued and encouraged.
- Different payment methods (Zelle, Face Bank, Binance).
- Paid every two weeks.
- Birthday and work anniversary celebrations.
- Alliances with many brands grant extra benefits to freelancers.
- Weekly recreation dynamics that foster a healthy work environment.
Work Mode
This is a fully remote position.
Freelance Latin America is an equal opportunity employer.
