Technical Support Representative

Job Title: Technical Support Agent L1

Location: Heredia (Hybrid)

Education: High School Diploma

Experience Required: Minimum 6 months in technical support/help desk roles (software and hardware troubleshooting).

Summary

A global technology company is seeking a Level 1 Technical Support Agent to join its support team. This role is ideal for someone passionate about solving technical issues and providing excellent customer service in a fast-paced environment.

Roles and Responsibilities:

• Provide technical support to customers via phone and web-based ticketing systems.
• Troubleshoot and resolve issues related to hardware, software, and network failures.
• Escalate unresolved issues to higher support tiers while ensuring a smooth transition and customer satisfaction.
• Meet or exceed Service Level Agreements (SLAs).
• Contribute to the internal knowledge base by documenting common issues and solutions.
• Maintain detailed and accurate records of all support interactions.

Required Skills:

• High School diploma or equivalent.
• Advanced English proficiency (C1 level).
• 6+ months of experience in technical support or a help desk environment.
• IT/computing-related education or certifications.
• Proficient with Windows OS (Windows 7 and above).
• Ability to install, configure, and deploy Windows-based software.
• Familiar with support platforms such as Salesforce, Zendesk, ServiceNow, etc.
• Strong troubleshooting and diagnostic skills for software, hardware, and networks.
• Able to work independently and collaboratively within a team.
• Excellent written and verbal communication skills.
• High attention to detail and well-organized.

Desired Skills

• Customer Service Orientation: Proactive, solution-driven mindset with a strong desire to help customers efficiently.
• Technical Curiosity: Eagerness to learn new systems, tools, and processes quickly.