Tier 1 Technical Support Agent

**Join a Growing Technical Support Team** We are seeking detail-oriented, reliable, and technically minded Tier 1 Technical Support Agents to join a growing remote support team serving customers across North America. This is an excellent opportunity for individuals who enjoy troubleshooting, solving problems, and helping customers navigate technical issues while delivering a professional support experience. Success in this role requires strong communication skills, a structured approach to problem-solving, and the ability to accurately document customer interactions while following established processes and procedures. If you have a stable work history, enjoy working in a fast-paced support environment, and take pride in delivering accurate and consistent work, we would love to hear from you. **What You'll Be Doing** - Serve as the first point of contact for customer technical support inquiries - Troubleshoot and resolve basic technical issues using established processes and documentation - Gather information and accurately diagnose customer concerns - Document customer interactions thoroughly and accurately within company systems - Escalate complex issues to higher-level support teams when appropriate - Follow troubleshooting workflows and support procedures consistently - Communicate clearly and professionally with customers across multiple channels - Navigate multiple systems and applications simultaneously - Maintain productivity, quality, and service standards - Contribute to a positive customer experience while ensuring accurate issue resolution **Compensation & Contract** - USD $6.50 per hour - Paid weekly in arrears - Independent Contractor **Remote Work Environment Requirements** To be successful in this role, candidates must have: - A dedicated, professional workspace free from distractions - Reliable high-speed, wired internet connection - Ability to work independently without direct supervision - Consistent availability during scheduled working hours ** ** **Technical Requirements (Essential)** To be considered, candidates must meet all technical requirements below: - Windows 11 PC (Mac devices are not supported) - Minimum 16 GB RAM - Dual monitor setup - i5 processor and up - Headset with mic - Webcam - Fibre internet connection with a wired Ethernet connection - Backup power solution - Microsoft Teams and Office 365 Applications that do not meet the minimum technical requirements may not move forward in the process. **Hiring Process** To ensure a fair and consistent evaluation process, all applicants must complete each stage of the hiring process: 1. Application Form 2. Prescreen Questionnaire 3. Typing Assessment 4. Video Interview 5. Live interview 6. Final Interview ** Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for this position.** **What We're Looking For** - Previous experience in technical support, help desk, customer support, or a related role - Strong troubleshooting and problem-solving abilities - Excellent English written and verbal communication skills - Strong attention to detail and documentation accuracy - Ability to follow established procedures and workflows - Strong organizational and time management skills - Reliable attendance and dependability - Ability to work independently in a remote environment - Stable employment history with demonstrated commitment to previous roles - Comfortable learning new systems and technologies - Previous remote work experience - Located in Mexico **What Success Looks Like** The strongest candidates will be: - Highly reliable and dependable - Comfortable troubleshooting technical issues - Detail-oriented and process-driven - Strong communicators - Fast and accurate when documenting information - Able to remain calm and professional while resolving customer concerns - Committed to delivering consistent, high-quality support