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.

Requirements

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