Technical Support Representative

Description

Job Summary: We are seeking a Technical Support Representative to provide first-line technical assistance, diagnose issues, and guide customers while maintaining a positive experience. Key Highlights: 1. Gain hands-on experience in technical support and technology services. 2. Develop problem-solving skills across various technical areas. 3. Participate in technical training and continuous professional development. Job Summary ***Taqreer Business \& Customer Services Chile SpA*** is seeking a Technical Support Representative with strong technical skills, customer orientation, and a problem-solving focus to join our team in Los Ángeles. As a Technical Support Representative, you will provide first-line technical assistance to customers experiencing issues related to software, applications, user accounts, devices, connectivity, and technology services. You will diagnose common problems, guide customers through structured troubleshooting procedures, document support cases, and escalate more complex incidents to specialized technical teams. You will work closely with customer service, IT support, systems, networking, operations, and service delivery teams to efficiently resolve technical issues while ensuring a positive customer experience. This position is ideal for candidates with experience in technical support, IT help desks, service desks, customer service, contact centers, software support, or similar technology service environments. Responsibilities: Provide first-line technical support via phone, email, chat, ticketing systems, and authorized digital channels. Diagnose and resolve common issues related to software, applications, devices, accounts, and connectivity. Guide customers through structured troubleshooting procedures. Assist customers with login, password, authentication, and routine account access issues. Resolve basic Windows, browser, email, and enterprise application issues. Assist with basic internet, Wi\-Fi, VPN, and network connectivity issues. Create, categorize, prioritize, and maintain technical support tickets. Accurately record troubleshooting steps, customer communications, and resolutions. Monitor open support cases and provide appropriate progress updates. Appropriately escalate complex application, network, infrastructure, security, or system issues. Coordinate technical cases with IT, application, network, systems, and specialist support teams. Assist customers with configuration of approved software and application settings. Provide basic support for desktops, laptops, mobile devices, and peripherals as applicable. Identify recurring technical issues and communicate patterns to technical teams. Follow established incident management and escalation procedures. Support agreed-upon service level objectives for response time, resolution time, service quality, and customer satisfaction. Keep your technical knowledge up to date through training and product or service updates. Help maintain troubleshooting guides, FAQs, scripts, and knowledge base articles. Participate in quality reviews, mentoring, and technical training. Support testing of troubleshooting procedures or service improvements when required. Protect customer and company information in accordance with applicable security and privacy procedures. Contribute ideas to improve technical support processes and the customer experience. Requirements: Prior experience in technical support, computer assistance, help desks, customer service, contact centers, or similar environments is preferred. Technical education in Information Technology, Computer Science, Networking, Telecommunications, Information Systems, or related disciplines is preferred. Strong technical problem-solving skills. General knowledge of computers, operating systems, software, and internet technologies. Familiarity with Windows and common enterprise applications. Basic understanding of networking concepts such as TCP/IP, DNS, Wi\-Fi, LAN, and VPN is preferred. Familiarity with user account, password, authentication, and access management concepts is preferred. Prior experience with CRM, incident management, help desk, or ITSM systems is preferred. Strong customer orientation. Excellent verbal and written communication skills. Ability to clearly explain technical instructions to non-technical users. Strong listening and questioning skills. High attention to detail and ability to document accurately. Ability to manage multiple technical cases and shifting priorities. Ability to remain professional when assisting frustrated customers. Ability to identify when technical issues require escalation. Willingness to learn new technologies, products, and troubleshooting procedures. Ability to work independently while effectively collaborating with technical teams. Relevant technical certifications are advantageous but not mandatory. Candidates meeting most, though not necessarily all, of the requirements are encouraged to apply. Why Work With Us? Gain hands-on experience in technical support and technology services for customers. Develop problem-solving skills for applications, accounts, devices, and connectivity. Gain experience using incident management platforms, CRM, ITSM, and remote support tools. Strengthen your technical and customer service capabilities. Work alongside IT, systems, networking, customer service, and operations professionals. Develop valuable incident management and escalation skills. Experience technology-driven customer support environments. Participate in technical training and continuous professional development. Salary: $650\.000 \- $1\.000\.000 per month Work Location: On-site employment