Tier 1 Software Support Agent

Job Summary:

As a Tier 1 Software Support Agent at Tyme Global Technologies, you are the first point of contact for clients, resolving technical issues and ensuring a positive user experience. Your role involves troubleshooting, user training, and clear communication of technical information.

Key Responsibilities:

• Troubleshoot and resolve Tier 1 tickets via chat, email, and phone.

• Address interface errors and replicate user issues.

• Provide clear, accessible explanations of technical concepts.

• Strive for first-contact resolution and escalate when necessary.

• Offer software guidance and training to users.

• Accurately document interactions in Zoho.

• Categorize and escalate issues with proper protocol.

• Share user feedback with system teams to improve services.

Required Skills:

• Strong communication and customer service abilities.

• Ability to simplify technology for any user.

• Excellent multitasking, time management, and prioritization.

• Calm and positive demeanour under pressure.

• Independent, self-motivated, and collaborative mindset.

• Critical thinker with strong problem-solving skills.

• Flexible schedule for shift work.

• Detail-oriented with strong analytical abilities.

• Qualifications and Experience:

• Experience in software support or help desk roles.

• Proven customer service and troubleshooting skills.

Salary, location and working hours:

• Market-related salary, calculated per hour for a 40-hour week.

• Must be based in Mexico or South Africa

• Full time remote position (own equipment required)

• 5 days on 2 days off (could be any days of the week, but will be consecutive)

• Shift work

• 5 days PTO after passing 3 months probation