Remote Technical Support Analyst

AgileGrid Solutions; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Competitive salary in USD

Home office setup

Flexible hours

Parental leave

Vacation and holidays

Global collaboration

Career development

Job summary

BairesDev is hiring a Customer Support Analyst for a fully remote role based in the United States. You will assist customers with technical concerns across multiple channels, troubleshoot issues, and guide users to practical solutions while documenting interactions in our systems.

Ideal candidates bring at least three years in customer or technical support, strong English communication, and the ability to balance multiple requests in a fast-paced environment.

Qualifications

• At least three years of experience in customer or technical support.
• Strong troubleshooting and problem-solving abilities with the ability to gather details and propose next steps.
• Experience using customer support ticketing platforms and CRM tools.
• Ability to explain technical concepts in clear, accessible language.
• Excellent written and verbal communication, attention to detail, and accurate record keeping.
• Ability to manage multiple requests in a fast-paced environment and collaborate with colleagues.
• Advanced level of English for customer and team communication.
• Ability to adapt to changing priorities while maintaining a professional approach.

Responsibilities

• Respond to customer questions and support requests through available channels with courteous, timely, accurate assistance.
• Troubleshoot and diagnose problems by asking questions, reviewing information, and following procedures.
• Explain solutions clearly and confirm customer understanding of steps.
• Record customer interactions, investigation details, actions taken, and outcomes in the support system.
• Track cases through resolution and follow up to maintain continuity.
• Escalate complex issues to technical teams with clear case details.
• Contribute to knowledge base articles and support documentation.
• Identify recurring issues and report patterns and improvement opportunities.

Skills

Customer support experience

Troubleshooting

Clear communication

Record keeping

Multitasking

English proficiency

Tools

CRM software

Ticketing systems

Job description

BairesDev is hiring a Customer Support Analyst for a fully remote role based in the United States. You will assist customers with technical concerns across multiple channels, troubleshoot issues, and guide users to practical solutions while documenting interactions in our systems.

Ideal candidates bring at least three years in customer or technical support, strong English communication, and the ability to balance multiple requests in a fast-paced environment.