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.