Our client is a leading player in the US water pipe inspection industry. They empower clients to efficiently gather, analyze, and oversee their pipeline inspections. Their highly-configurable software allows for quick and efficient integration of asset inspection data into a unified, user-friendly, powerful system.
They are seeking a highly motivated full-time Technical Support Agent to join them. The candidate will be the primary contact for technical support to ensure the smooth operation and optimal utilization of our client’s software solutions.
Responsibilities will include:
- Customer support and issue resolution. Assist clients via phone, email, and the support portal; troubleshoot software, hardware compatibility, and data management issues; guide installations and configurations.
- Troubleshooting and diagnosis. Use logs, replication, and swarming with teammates to diagnose issues across Mobile, Web, Sync/Host, GIS/AMS integrations, counters/encoders, and media.
- Documentation and QA. Accurately document interactions, steps taken, and resolutions in Zendesk; ensure required fields are completed; include screenshots/logs and clear Resolution notes.
- Client guidance and best practices. Educate users on Mobile/Web workflows, NASSCO templates, SmartTabs, mapping, QA/QC, and sync practices.
- Collaboration and escalation. Swarm with peers in Slack, mentor/be mentored by teammates, and escalate to senior techs or Dev when criteria are met.
- Process and quality ownership. Maintain SLAs, reduce reopen rate, track CSAT, and drive consistent troubleshooting aligned to SOPs.
Typical daily tasks:
- Start-of-day triage; Check Zendesk, Slack, and internal notes; prioritize time-sensitive or high-impact tickets.
- Inbound coverage (on rotation); Answer calls quickly (<20s ASA), triage live, keep calls under ~15 minutes, log tickets with clear summaries and next steps, and send follow-up emails.
- Ticket work blocks; Advance active tickets: reproduce issues, review sync logs, verify template matches, check user roles/licenses, and test Web/Mobile behaviors.
- Swarming and collaboration; Join Slack threads/huddles for complex issues (sync failures, GIS mapping, encoder issues), tag specialists, and document outcomes.
- Client communication and follow-ups; Provide timely updates, schedule sessions, confirm resolutions, and close with clear resolution summaries.
- Install/config support; Guide installs (Mobile/Web/Sync), verify prerequisites/permissions, help with counters/encoders, and walk through common fixes (e.g., audio device for WMV recording, license checks).
- End-of-day hygiene; Update statuses/next actions, flag blockers, and capture learnings or gaps for KB improvements.
Place of work: Remote 100% (AMBA, Argentina only) – with availability to meet with the team once a month in the northern area of CABA.
Contract Type: Full time (10am – 7pm) – Contractor. Long-term.
Selection Process:
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- Interview with Chief of Staff
- Interview with CEO
- Interview with Manager
- Interview with COO
Requirements:
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- Bilingual/Native English proficiency (mandatory).
- Bachelor’s degree in a relevant technical field or equivalent practical experience required.
- +1 year of experience in IT Tech Support related roles.
- Exp. in a client or customer-facing role (preferred).
- Basic SQL knowledge (plus).
- Strong technical aptitude
Benefits:
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- Payment in U.S. dollars.
- 3 week vacation
- Argentinian holidays