Tech Support Agent (SDQ)

Distrito Nacional, Santo Domingo, Dominican Republic
Full Time
Client Services
Experienced

Position Overview:

In this role, you will be the primary point of contact, providing technical support to clients. Your focus will be on diagnosing and resolving complex technical issues to ensure client systems maintain optimal performance and reliability. You will also be responsible for proper documentation of all support activities.

 

Responsibilities:
 

  • Bilingual Technical Troubleshooting: Diagnose and resolve complex technical issues for customers (via phone, chat, and email).

  • System Diagnosis: Ability to troubleshoot, test, repair, and service technical equipment and systems.

  • Documentation: Accurately and timely document all support interactions, troubleshooting steps, and resolutions in the internal support database (ticketing system).

  • Client Education: Provide clear, professional, and easy-to-understand instructions to educate clients on operational procedures, maintenance, and product usage.

  • Issue Management: Manage assigned support tickets efficiently to meet established Service Level Agreements (SLAs).

  • Client Relationship Management: Build and maintain positive, professional relationships with clients during every interaction.

  • Adaptability: Participation in an on-call technical support rotation and ability to adapt to changing work schedules, as needed.
     

Required Skills/Abilities:
 

  • Language Fluency: Full professional fluency (written and verbal) in English.

  • Troubleshooting Expertise: Proven ability to diagnose, test, and resolve complex hardware, software, and connectivity issues.

  • Communication: Excellent active listening, verbal communication, and clear written skills in both required languages, ensuring complex concepts are easily understood.

  • Technical Knowledge: Working knowledge of computer systems, operating systems, basic networking principles (TCP/IP), and common hardware/software configurations.

  • Problem-Solving: Proven ability to work collaboratively, solve problems creatively, and manage short-term and long-term expectations.

  • Self-Management: Self-driven and task-oriented with the ability to work independently.
     

Education and Experience:
 

  • Experience: 1+ years of experience in a technical support, help desk, electronics, engineering, or similar client-facing technology support role, required.

  • Education: Senior students in a related field (IT, Computer Science, Electronics, Engineering) or equivalent practical experience are required.

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