Customer Support Tier 1 - LATAM
$6,000–$14,400 year
Remote
Job Summary
Troubleshoot, reproduce, and document customer issues end-to-end within the ticketing system while serving as the primary point of contact for business and communication application users. Identify and report on recurring technical issues to enhance product stability, maintain the internal Knowledge Base, and refine IT process templates. Translate complex technical problems into clear, actionable updates for clients across Latin America. Requires at least one year in technical support, proficiency in English (B2/Upper-Intermediate or higher), and familiarity with tools like Google Chrome Developer Tools. Schedule flexibility is needed to cover shifts supporting the LATAM client base.
Required Qualifications
- At least 1 year in a dedicated Technical Support, Helpdesk, or IT role
- Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools
- Exceptional customer communication skills (written and verbal)
- Professional working proficiency in English (B2/Upper-Intermediate or higher)
- Highly reliable, organized, and detail-oriented
- Flexibility to cover shifts needed to support our LATAM client base
Desired Qualifications
- Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack
- Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems
- Experience with Kubernetes or general containerized environments
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