Provide timely, accurate technical support to customers via phone and ticketing system. Troubleshoot basic issues and contribute to key projects that drive customer satisfaction. Shape the customer experience through responsive, solutions-oriented support.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
This is a fully remote role to work for one of our clients, a tech company from the US. Our client is seeking a customer-focused Tier 1 Support Specialist to be the first point of contact for their customers. In this role, you’ll provide timely, accurate technical support across their product suite, helping resolve basic issues and contributing to key projects that drive customer satisfaction. We're looking for someone who’s passionate about delivering great service and outcomes and who takes pride in making each customer interaction a positive one. You’ll play a critical part in shaping the customer experience through responsive, solutions-oriented support.
Responsibilities
Customer Interaction:
- Serve as the initial contact for customers via phone and ticketing system (e.g., Zendesk).
- Accurately document all customer interactions, including issue details, troubleshooting steps, and resolution or escalation outcomes.
- Provide timely updates to customers on ticket status and expected resolution timelines.
- Communicate technical information in a clear and customer-friendly manner.
Triage & Troubleshooting:
- Perform basic diagnostics for failed backups, missed schedules, and agent installation/configuration issues.
- Guide customers through standard support procedures such as restarting services, verifying backup settings, or checking usage status.
- Assist with password resets, licensing questions, and client installation guidance.
Documentation & Knowledgebase:
- Follow and contribute to internal documentation and knowledgebase articles.
- Flag recurring issues or customer pain points for documentation purposes.
Ticket Management:
- Ensure tickets are responded to, prioritized, and updated according to guidelines.
- Escalate unresolved or complex issues to Tier 2/3 teams with complete relevant information.
Product Awareness:
- Maintain a working knowledge of supported backup products and their components, including backup sets, retention policies, storage types, and reporting tools.
On-Call Rotation:
- Participate in the on-call rotation schedule to provide weekend after-hours support for critical incidents.
- Respond to urgent alerts or escalations during on-call hours, ensuring prompt communication and proper ticket documentation.
- Coordinate with Tier 3 for high-impact or unresolved issues when necessary.
Requirements
- Experience providing customer support in a technical capacity
- Familiarity with VMware, Hyper-V, Windows Server, Linux, Veeam Backup & Replication, and back-up technologies a plus
- Strong analytical troubleshooting and problem-solving skills
- Strong written and verbal communication skills. Proven experience interacting with clients in English.
- Demonstrated ability to prioritize workload, and adapt to new processes and procedures quickly
- Demonstrated experience of troubleshooting and problem solving with limited information and ambiguous details
- Ability to convey technical issues and material to non-technical audience
- Availability for on-call responsibilities 8 am - 5 pm US Central time.
Perks- What's in it for you
- Work in a fast-paced, team-oriented and collaborative work environment
- Opportunities for growth and long-term career development
- Constant learning and exploration of new technologies
- Collaborative team structure with access to higher-tier support
- Competitive salary in USD
- PTO + holidays
- Work laptop