Technical Support Representative

Job Title: Technical Support Representative

Location: Remote – Latin America Preferred (Colombia Preferred)

Type of Contract: Contractor (up to $2,000/month) or EOR (up to $1,500/month)

Salary Range: $1,500–$2,000/month (depending on contract type)

Language Requirements: Fluent English (written and spoken)

We are seeking a skilled Technical Support Representative with experience in SaaS support and API troubleshooting to join our growing team. You will play a key role in assisting customers with technical issues, billing inquiries, and platform navigation. Your work will directly impact customer satisfaction, retention, and the overall success of our support operations.

Key Responsibilities:

• Provide expert support to customers by troubleshooting technical issues via email and video calls
• Investigate and resolve API integration-related questions and issues
• Assist customers with billing inquiries, including identifying discrepancies or calculation errors
• Navigate and support users within the platform with accuracy and efficiency
• Conduct in-depth investigations into complex technical issues and deliver timely resolutions
• Collaborate with Customer Success and internal teams on support initiatives and strategic projects
• Maintain accurate documentation of customer interactions using tools like Intercom or Zendesk

Must-Have Qualifications:

• 2+ years of experience in a technical support or customer support role
• Proven experience troubleshooting API integrations and related technical issues
• Strong English communication skills (written and verbal)
• Excellent attention to detail, problem-solving ability, and persistence
• Experience supporting customers via email and live calls
• Proficiency with tools such as Excel, email platforms, and PDF editing/annotation tools
• Familiarity with support ticketing systems like Intercom or Zendesk
• Strong organizational and time management skills with the ability to prioritize tasks
• Reliable high-speed internet connection and ability to work remotely

Preferred Qualifications:

• Availability to work within U.S. time zones (ET to PT)
• Previous experience working in a SaaS company
• Strong understanding of how APIs are built and function
• Familiarity with commercial construction or construction accounting concepts