Technical Support Representative
$60,000–$60,000 year
HybridSantiago de los Caballeros, Santiago Province, Dominican Republic
Job Summary
Provide first-level technical support to U.S.-based customers via phone, email, and remote tools using Alliant Systems and LinenMaster platforms. Troubleshoot software issues, guide users through solutions, and assist with installations, updates, and training. Document interactions in ConnectWise and collaborate with implementation teams to resolve complex problems. Support customer onboarding activities including data verification and system setup while communicating clearly to ensure timely resolution. Identify opportunities to improve the customer experience and share best practices.
Required Qualifications
- Minimum of 2 years of experience in technical support, help desk, application support, or a similar customer-facing technical role
- Professional-level English proficiency (written and spoken)
- Experience troubleshooting software applications and supporting end users
- Strong customer service, communication, and problem-solving skills
- Ability to explain technical concepts to non-technical users
- Experience supporting U.S.-based customers or working within a U.S. business environment
Desired Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Experience supporting SaaS applications or other business software solutions
- Experience using ticketing systems such as ConnectWise, Zendesk, Freshdesk, Jira Service Management, or similar
- Experience using Salesforce or other CRM platforms
- Basic knowledge of SQL, databases, or data management concepts
- Experience providing remote software support
- Excellent troubleshooting and analytical skills
- Strong customer service orientation with a customer-first mindset
- Excellent verbal and written communication skills
- Ability to prioritize multiple tasks in a fast-paced environment
- Strong attention to detail and organizational skills
- Collaborative team player with a positive attitude
- Ability to quickly learn new software and technologies
- Self-motivated with the ability to work independently
- Strong sense of ownership and accountability
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.