Technical Support Agent

Job Summary

A company is looking for a Technical Support Agent for South America.

Key Responsibilities

• Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time
• Troubleshoot product and integration issues, escalating to Support Engineers or Product as needed
• Document resolutions and update internal Zendesk macros and knowledge base articles

Required Qualifications

• Typically, 1-3 years of experience in technical support for a SaaS product
• Experience using tools like Postman, Zendesk, or FullStory for diagnosing issues
• Proactive and organized, comfortable in a fast-moving startup environment
• Experience supporting non-technical customers in industrial, logistics, or distribution contexts is a plus
• Ability to translate complex topics for non-technical users