Guatemala only- Position: Technical Support Agent
- Company: Fast-growing AI-driven SaaS company
- Role Summary: You will be the first point of contact for customers, providing technical assistance, troubleshooting issues, and ensuring a seamless user experience. You will work closely with customers, product, and engineering teams to resolve issues, improve workflows, and contribute to the overall success of the platform. This is an excellent opportunity for someone who enjoys problem-solving, customer interaction, and working in a fast-paced tech environment.
- Key Responsibilities:
- Provide first-line technical support via chat, ticketing systems, calls, and screen sharing
- Troubleshoot, diagnose, and resolve technical issues in a timely manner
- Manage a high volume of support tickets, ensuring SLA compliance
- Reproduce and analyze issues reported by customers
- Escalate complex issues to engineering teams with clear documentation
- Guide customers through product features and troubleshooting steps
- Maintain accurate documentation of support interactions and resolutions
- Continuously learn and stay updated on product features and technical updates
- Requirements:
- 3–4 years of experience in Technical Support or IT Support roles
- Strong experience supporting SaaS or cloud-based platforms (AWS, GCP, or similar)
- Hands-on experience with ticketing tools such as Zendesk, Jira, or similar
- Experience working with third-party integrations (CRMs, external systems, APIs)
- Excellent written and spoken English (C1 level required)
- Strong problem-solving and troubleshooting skills
- Ability to manage multiple tasks in a fast-paced environment
- Experience working in distributed or remote teams
- Nice to Have:
- Experience supporting AI, NLP, or Machine Learning-based platforms
- Previous experience working with US-based companies
- Familiarity with customer support best practices and SLAs
- Experience in startup environments
- What We’re Looking For:
- Strong communication skills with the ability to explain technical concepts to non-technical users
- Customer-centric mindset and proactive approach
- Fast learner with adaptability in evolving environments
- Team player with strong attention to detail
- What You’ll Get:
- Opportunity to work with cutting-edge AI technology
- Exposure to a fast-growing startup environment
- Career growth and learning opportunities in tech support and SaaS
- Collaborative and international team
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