• Provides technical and preanalytic support services for clients • Contact clients with specimen information such as integrity, volume, test clarification, and missing specimens • Provide education, guidance, and troubleshooting to customers regarding available resources, testing and application utility • May include specimen triaging, routing, and storing • Maintains work area and documents cleaning and maintenance as required • Initiates problem resolution

• Serve as the primary Tier 2 escalation point and operational leader for FTZ software support division • Intercept, triage, and resolve complex compliance tickets, drastically reducing unnecessary escalations to Core Engineering • Translate U.S. Customs and Border Protection (CBP) response codes into actionable data fixes for customers • Manage, mentor, and train a globally distributed team of frontline FTZ Support Agents • Act as the operational safeguard for ITAR, EAR, and "U.S. Persons Only" contract riders • Enforce strict routing protocols for sensitive U.S. Customs data • Partner closely with FTZ Product and Engineering leadership as the internal SME • Serve as the senior technical and operational point of contact for high-ARR enterprise accounts

• Provide support and maintenance for regulated corporate environments in the Life Sciences and Healthcare sectors; • Ensure systems and processes comply with regulations and validation requirements applicable to regulated environments; • Perform configuration, support and troubleshooting activities in Windows-based corporate environments; • Support management of requests, incidents, and changes through ticketing tools and established processes; • Collaborate with global, cross-functional teams, ensuring effective communication between technical and business areas; • Other routine duties of the area.

Role Description 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 $5.50 per hour - Paid weekly - Independent Contractor Remote Work Environment Requirements - 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) - Windows 11 PC (Mac devices are not supported) - Minimum 16 GB RAM - Dual monitor setup - Webcam - Fibre internet connection with a wired Ethernet connection - Backup power solution - Microsoft Teams and Office 365 Hiring Process - Application Form - Prescreen Questionnaire - Typing Assessment - Video Interview - Live interview - 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 - 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 - 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