• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with LATAM onboarding and commercial teams.

• You handle and resolve technical customer inquiries through the ticketing system — this is the core of your work. • You communicate clearly with a customer-focused approach, even when issues are technically complex or time-sensitive. • You integrate our platform for customers: work with REST APIs, JSON/XML structures and data feeds, configure and validate integrations, analyze data flows and troubleshoot issues. • You use AI tools as a standard part of your toolkit and progressively automate recurring tasks. • You document your solutions so that your knowledge is shared across the whole team. • You identify recurring root causes and proactively contribute prevention ideas to the team.

Role Description This position will be responsible for the installation, maintenance, and technical support of all desktop software and hardware. Provides technical expertise and support to the SPIG end user. FLSA Status: Non-Exempt, Hourly Essential Duties and Responsibilities - Installation - Installs and tests hardware and software - Deploys equipment as necessary - Monitors and maintains records regarding installation and maintenance of current hardware and software - Repairs or replaces damaged hardware - Follows installation and inventory guidelines. Maintains inventory and recommends hardware/software purchases. - Problem Identification/Resolution - Monitors the IT Support ticketing system and responds to user problem calls - Interacts with staff to identify hardware/software problems - Utilizes the ticketing system to gather, assemble, organize and track information - Support - VoIP management and troubleshooting Qualifications - High school Diploma and GED - AAS or Bachelor’s degree in Computer Science or related field or equivalent combination of industry related professional experience and education - Ability to read and comprehend simple instructions, correspondence, and memos - Ability to write letters and prepare other documents as needed - Ability to add, subtract, multiply, and divide in all units of measure for basic algebraic and geometric calculations - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions - Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email and word processing software - Effective communication orally and in writing in English - Ability to view documents, multiple screens, and read handwritten documents - 2+ years of experience in helpdesk and/or desktop support environment supporting remote users - CompTIA A+ Certification preferred Requirements - Identifies and resolves problems in a timely manner - Speaks clearly and persuasively; participates in meetings - Writes clearly; able to read and interpret written information - Contributes to building positive team spirit - Promotes a harassment-free environment - Treats people with integrity and ethically - Supports organization’s goals, values, and code of ethics - Exhibits sound and accurate judgment; includes appropriate people in decision-making process; makes timely decisions - Prioritizes work activities; uses time efficiently - Focuses on solving conflict, not blaming; treats others with respect and consideration; accepts responsibility for own actions - Demonstrates accuracy and thoroughness; monitors own work to ensure quality - Meets productivity standards; completes work in timely manner - Observes safety and security procedures; reports unsafe conditions; uses equipment and materials properly - Must be organized and able to follow-up on statuses and ensure completion of tasks - Is consistently at work and on time Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Regularly required to sit, reach with hands and arms, speak, talk, and hear - Frequently required to use hands to finger, handle, or feel - Must be able to lift and carry 25 lbs. (i.e. laptop or monitor) - Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. - The noise level in the work environment is usually quiet - The work environment generally consists of indoor heated and cooled office space - This position may also work remotely from home

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 $6.50 per hour - Paid weekly in arrears - 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 - i5 processor and up - Headset with mic - 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