Technical Support Representative

Company Description Net Tech International (NTI) is an established operation center in the Dominican Republic that provides services to multiple companies in the United States. With more than 15 years of experience in the IT field, NTI supports a wide range of technology needs, including IT Support, VoIP solutions, cloud projects, and app development. The organization focuses on delivering reliable, high-quality services that help U.S.-based customers maintain and improve their IT infrastructure. NTI promotes a collaborative work environment and offers opportunities to grow within a technology-driven setting.
Role Description The Technical Support Representative is a full-time, hybrid role based in Santiago de los Caballeros, with flexibility for some work-from-home arrangements. This role involves providing timely technical support to customers, addressing inquiries related to hardware, software, networks, VoIP, and cloud services. Responsibilities include diagnosing and troubleshooting issues, guiding customers through solutions, documenting cases, and escalating complex problems when necessary. The Technical Support Representative will communicate clearly via phone, email, and chat, maintain high customer satisfaction, and follow established procedures and service-level agreements. The role also includes updating knowledge base articles, collaborating with internal teams, and continuously improving support processes.
Qualifications

• Strong customer-facing skills, including Customer Support and Customer Satisfaction, with the ability to communicate clearly and professionally.
• Solid Technical Support experience, including Troubleshooting of hardware, software, network, VoIP, and cloud-related issues.
• Demonstrated Analytical Skills to diagnose problems, interpret technical information, and propose effective solutions.
• Ability to work effectively in a hybrid environment based in Santiago de los Caballeros, managing both onsite and remote tasks.
• Good written and spoken English and Spanish for interacting with U.S.-based customers and internal teams.
• Familiarity with ticketing systems, remote support tools, and basic IT infrastructure concepts.
• Previous experience in a technical support or help desk role is preferred.
• Relevant education in Information Technology, Computer Science, or a related field, or equivalent practical experience.