Technical Support Agent

🔥 11 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alea

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎲 Gambling

🎮 Gaming

Gambling • Gaming

Alea is an award-winning leader in the field of online gaming, specializing in iGaming and casino experiences. With a decade of industry experience, Alea focuses on being a data-driven game aggregation platform, collecting and analyzing data to provide unique insights into player behavior and preferences. They offer a portfolio of over 10,000 games from various providers, distributing them to casinos worldwide and tailoring game libraries to meet players' preferences.

📋 Description

• Address client inquiries and technical issues via phone, email, chat, and Skype • Guide customers through troubleshooting steps • Follow up with clients to confirm issue resolution and gather feedback • Diagnose and resolve software, system, and network-related issues • Escalate recurring or complex issues to higher-level support or relevant teams • Log incidents and resolutions in ticketing systems while managing multiple cases • Collaborate with team members on complex issues • Share insights during team meetings • Create, update, and maintain knowledge base articles, FAQs, and technical guides • Stay informed about industry trends, tools, and technologies • Provide feedback on recurring issues for product and process improvement • Suggest and implement ideas to enhance the customer support experience

🎯 Requirements

• Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment • Familiarity with REST APIs and troubleshooting API calls • Experience with log review and metrics analysis using tools like Kibana • Basic software and technical concepts • Fluency in English and Spanish • Portuguese is a plus • Proficiency in using ticketing systems, such as Jira, or similar platforms • Strong verbal and written communication skills • Ability to explain complex technical concepts to technical and non-technical audiences • Advanced problem-solving skills • Ability to manage and prioritize tasks effectively

🏖️ Benefits

• Fully remote work arrangement • Rotating weekly shift pattern • Multilingual work environment