Technical Support Representative

Job Summary

Owning the front-line customer experience, the full-time Technical Support Representative will efficiently manage a high-volume ticket queue, respond to customer inquiries, and ensure timely resolutions while working remotely from Mexico.

Key responsibilities

• Manage and respond to incoming tickets within internal service level agreements (SLAs) to ensure prompt customer acknowledgment
• Document critical technical data and escalate unresolved issues while maintaining an average resolution time that aligns with internal SLAs
• Collaborate with internal teams to drive timely resolutions and proactively identify process gaps or product usability challenges

Required qualifications

• 2+ years of experience in Technical Support
• Experience with ticketing systems and troubleshooting software as a service (SaaS)
• Intermediate proficiency with Google Apps suite (Docs, Sheets, etc.)
• Experience in live chat and email support channels
• Ability to perform real-time troubleshooting and manage ticket queues effectively