Remote SaaS Technical Support Specialist (LatAm)

Knowmad Mood; Santa Fe Capital; Remote; ARS 79,942,000 - 119,913,000; Full time

Benefits offered by this job

Fully remote role

Structured onboarding and training

Professional growth opportunities

Job summary

Assurant is seeking a Technical Support Representative (Remote) to provide comprehensive first-level IT support for our SaaS platform. You will guide customers through platform features, troubleshoot issues, and ensure issues are tracked and resolved with adherence to SLAs.

The role emphasizes strong analytical thinking, clear communication in English and Spanish, and collaboration with internal teams to drive ongoing service improvements.

Qualifications

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
• Own and track incidents and service requests through resolution, ensuring compliance with established SLAs.
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle

Skills

First-level support

Analytical thinking

Troubleshooting

Microsoft 365

Identity & Access Mgmt

Networking concepts

ITSM concepts

Bilingual English/Spanish

Education

Associate's or Bachelor's Degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

HubSpot

GoHighLevel

Job description

Assurant is seeking a Technical Support Representative (Remote) to provide comprehensive first-level IT support for our SaaS platform. You will guide customers through platform features, troubleshoot issues, and ensure issues are tracked and resolved with adherence to SLAs.

The role emphasizes strong analytical thinking, clear communication in English and Spanish, and collaboration with internal teams to drive ongoing service improvements.