SAAS Technical Customer Support Representative Level 1

About NTI

NetTech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is made up of talented professionals who deliver high-quality solutions, operational excellence, and exceptional customer service.

At NTI, collaboration, accountability, and continuous improvement drive everything we do.

Position Overview

We are seeking a Technical Support Representative to join our team. In this role, you will provide first-level technical support to U.S.-based customers using the Alliant Systems and LinenMaster software platforms. You will troubleshoot software issues, assist users with system functionality, and work closely with internal teams to ensure timely resolution and an outstanding customer experience.

This position is ideal for someone who is customer-focused, curious, technically inclined, and enjoys solving problems while learning new technologies.

Key Responsibilities

• Learn and develop working knowledge of the Alliant Systems and LinenMaster software platforms.
• Provide technical support to customers via phone, email, and remote support tools.
• Troubleshoot software issues and guide customers through solutions.
• Document customer interactions and resolutions in ConnectWise.
• Assist with software installations, updates, and user training.
• Work with implementation and development teams to resolve more complex issues.
• Communicate clearly with customers and team members to ensure timely resolution of service requests.
• Support customer onboarding activities, including data verification and system setup.
• Identify opportunities to improve the customer experience and share best practices.
• Perform other duties as assigned

Required Qualifications

• Minimum of 2 years of experience in technical support, help desk, application support, or a similar customer-facing technical role.
• Professional-level English proficiency (written and spoken).
• Experience troubleshooting software applications and supporting end users.
• Strong customer service, communication, and problem-solving skills.
• Ability to explain technical concepts to non-technical users.
• Experience supporting U.S.-based customers or working within a U.S. business environment.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting SaaS applications or other business software solutions.
• Experience using ticketing systems such as ConnectWise, Zendesk, Freshdesk, Jira Service Management, or similar.
• Experience using Salesforce or other CRM platforms.
• Basic knowledge of SQL, databases, or data management concepts.
• Experience providing remote software support.

Skills & Competencies

• Excellent troubleshooting and analytical skills.
• Strong customer service orientation with a customer-first mindset.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Collaborative team player with a positive attitude.
• Ability to quickly learn new software and technologies.
• Self-motivated with the ability to work independently.
• Strong sense of ownership and accountability.

What We Offer

• Competitive salary: RD$55,000.00 to RD$60,000.00 based on qualifications
• Benefits in accordance with Dominican Labor Law.
• Company-provided equipment.
• 13 U.S. paid holidays.
• Flexible Paid Time Off (PTO).
• Hybrid work environment.
• Collaborative, supportive, and people-focused culture.
• Ongoing learning and professional development opportunities.
• Career growth opportunities within NTI.

Work Environment

Employment Type: Full-time

Schedule:

• Standard Schedule: 7:00 AM – 4:00 PM CST
• During Daylight Saving Time:
• Summer: 8:00 AM – 5:00 PM AST
• Winter: 9:00 AM – 6:00 PM AST

Work Arrangement:

• Remote: Monday & Friday
• In Office: Tuesday–Thursday

Location: Santiago, Dominican Republic (Hybrid)

Reports To: Director of Customer Care

Interview Process

• Application Review
• HR Screening Call
• Technical Interview
• Final Interview with the Leadership Team