Technical Support

• Respond to customer inquiries via chat, email, or phone.
• Document and escalate issues that require higher-level support.
• Perform initial troubleshooting for common technical issues.
• Provide step-by-step guidance for users to resolve basic problems.

• Handle escalated issues from Tier 1 requiring deeper investigation.
• Diagnose and resolve moderately complex technical problems.
• Collaborate with product and engineering teams to replicate issues.
• Maintain knowledge base articles and technical documentation.

• Resolve advanced and critical technical issues that Tier 2 cannot address.
• Conduct root cause analysis and work directly with development teams for fixes.
• Implement patches, configuration changes, or advanced troubleshooting.
• Advise on system improvements and preventative measures.

• Tier 1: 1+ year of customer service or tech support experience; strong communication and problem-solving skills.
• Tier 2: 2–3 years in technical support or IT; experience troubleshooting operating systems, networks, and applications.
• Tier 3: 4+ years in advanced technical support, systems administration, or engineering; deep knowledge of system architecture, databases, and network protocols.
• Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong English and Spanish (preferred) communication skills.

• Competitive salary and benefits.
• Opportunity to work with international clients.
• Career progression from Tier 1 to Tier 3 with training and certifications.
• Collaborative, multicultural team environment.

Nearshore Business Solutions