- Salary
- $1 – $100/mo
- Location
- Tres Rios, Cartago, Costa Rica
- Workplace
- Remote, Hybrid
- Type
- Full-time
- Department
- IT
- Experience
- 1+ years
- Education
- High School
Description
Job Title: Technical Support AgentLocation: Terracampus, CartagoEducation: High School DiplomaExperience: 1+ years of experience in a Customer Service RoleNo. of Openings: 1+Summary:We are seeking a motivated and detail-oriented Technical Support Agent to join our team in Terracampus, Cartago. In this role, you will provide exceptional technical support to our customers through tickets, live chat, and Zoom calls. You will be responsible for troubleshooting and resolving issues, ensuring high customer satisfaction, and always maintaining clear and professional communication. This is a great opportunity to develop your technical knowledge in a customer-focused environment.Roles and Responsibilities:Deliver timely and effective technical support to customers via support tickets, live chat, and Zoom calls.Troubleshoot and resolve customer issues using internal tools, impersonation features, and thorough analysis.Maintain clear, professional, and grammatically correct written communication in all customer interactions.Take full ownership of assigned tickets from initial contact to resolution.Prioritize and manage workload effectively to meet SLA targets and ticket priority levels.Maintain accurate documentation and follow internal support procedures.Collaborate with team members to ensure consistent service quality and knowledge sharing.Required Skills:Strong written and verbal communication skills (grammar and spelling are critical).Customer-focused mindset with the ability to remain calm and professional under pressure.Strong troubleshooting and problem-solving skills.Ability to manage multiple tasks and prioritize effectively.Comfortable working independently and in a remote or hybrid setting.Familiarity with support platforms (e.g., Zendesk, Freshdesk, or similar ticketing tools).Desired Skills:Basic understanding of technical concepts such as SaaS, APIs, or web applications.Experience using tools like Zoom for customer support sessions.Knowledge of QA metrics, C-SAT, and SLA principles.Ability to analyze customer issues and suggest improvements to processes or documentation.Previous experience in a technical support or helpdesk environment.
