Bilingual Tech Support Agent (L1)

Overview

They are seeking a highly motivated full-time Technical Support Representative to join their team. This person will serve as the primary contact for technical support, ensuring the smooth operation and optimal utilization of our client's software solutions.

Responsibilities

• 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 ...