Technical Support Agent - LATAM

About the role The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space. This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time. Key Responsibilities Customer Support Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses. Guide customers through troubleshooting steps to resolve technical problems. Follow up with clients to confirm issue resolution and gather feedback on the support experience. Technical Troubleshooting Diagnose and resolve software, system, or network-related issues. Escalate recurring or complex issues to higher-level support or relevant teams. Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously. Collaboration and Knowledge Sharing Partner with team members to address complex issues and share insights during team meetings. Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both c