Technical Support Agent - LATAM

Alea; España; Remote; MXN 665,000 - 1,108,000; Full time

Job summary

Alea is seeking a Technical Support Agent to address client technical issues and guide them through troubleshooting. This fully remote role requires English and Spanish fluency and involves working across calls, email, and chat channels.

Shifts operate on a weekly rotating pattern anchored to Spain time (CET/CEST). Experience with REST APIs, Kibana, and Jira will help you resolve incidents efficiently while collaborating with the team.

Qualifications

• Minimum 2 years in a tech support role.
• Fluent in English and Spanish; Portuguese a plus.
• Experience with REST APIs and log analysis using Kibana.

Responsibilities

• Address client inquiries and technical issues via phone, email, and chat, ensuring quick and professional responses.
• Guide customers through troubleshooting steps to resolve technical problems.
• Follow up with clients to confirm issue resolution and gather feedback on the support experience.

Skills

REST APIs

API troubleshooting

Kibana usage

Ticketing systems

English/Spanish fluency

Tools

Jira

Job description

About The Role

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space.

About The Role

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space. This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.

Key Responsibilities

Customer Support

• Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses.
• Guide customers through troubleshooting steps to resolve technical problems.
• Follow up with clients to confirm issue resolution and gather feedback on the support experience.

Technical Troubleshooting

• Diagnose and resolve software, system, or network-related issues.
• Escalate recurring or complex issues to higher-level support or relevant teams.
• Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously.

Collaboration and Knowledge Sharing

• Partner with team members to address complex issues and share insights during team meetings.
• Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team.
• Stay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery.

Process Improvement

• Provide feedback on recurring issues to help identify areas for product and process improvement.
• Suggest and implement ideas to enhance the customer support experience.

Required Qualifications

• Experience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.
• Technical Knowledge:
• Familiarity with REST APIs and troubleshooting API calls.
• Experience with log review and metrics analysis using tools like Kibana.
• Basic software and technical concepts (engineering degree not required).
• Languages: Fluency in English and Spanish is required; Portuguese is a plus.
• Skills:
• Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.

Additional Information

This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.