Role: Technical Support Specialist (Tier 1)
Position Type: Full-Time Contract (40hrs/week)
Contract Duration: Long Term
Work Hours: EST
Work Schedule: 8 hours/day (Mon-Fri)
Location: 100% Remote (Candidates can work from anywhere in Argentina)
We are seeking a motivated Technical Support Specialist to join an internal support team responsible for assisting users across a variety of SaaS, web-based, and internally developed platforms.
Although the position operates within a Tier 2 support function, the day-to-day responsibilities are well suited to a strong Tier 1 or early-career technical support professional who demonstrates solid troubleshooting skills, strong communication, and the ability to learn new systems quickly.
The successful candidate will support internal web content tools, blogs, community platforms, access-related requests, and other custom applications. Prior experience with the organization's specific tools is not required, as full training will be provided.
This is an excellent opportunity for someone looking to build upon their technical support experience and grow within a team that offers opportunities for career progression.
Key Responsibilities
- Provide technical support for internal SaaS, web-based, and custom-built applications.
- Respond to user issues and service requests related to web content platforms, blogs, online communities, and system access.
- Troubleshoot basic application, configuration, permissions, and user-access issues.
- Investigate reported problems, identify potential causes, and resolve issues within the scope of the support function.
- Escalate more complex technical issues to the appropriate internal teams when required.
- Manage and document support requests through a ticketing platform such as Jira Service Management.
- Maintain accurate ticket notes, troubleshooting steps, resolutions, and escalation details.
- Support basic user access, permissions, account, and configuration requests.
- Collaborate with internal teams to maintain effective support workflows and ensure timely issue resolution.
- Communicate with users primarily through Microsoft Teams and email, with minimal phone-based support.
- Learn and support proprietary platforms and internal applications through provided training.
- Contribute to support documentation, knowledge articles, and process improvements where appropriate.
Required Qualifications
- 2+ years of professional experience in technical support, application support, product support, help desk, service desk, or a related role.
- Strong troubleshooting and problem-solving skills.
- Experience supporting SaaS, web-based applications, software products, or internal business systems.
- Experience working within a ticket-based support environment.
- Familiarity with ticketing or IT service management platforms such as:
- Jira / Jira Service Management
- ServiceNow
- Zendesk
- Freshservice
- Similar support platforms
- Ability to investigate user issues independently and determine when escalation is required.
- Strong written and verbal communication skills.
- Ability to clearly document technical issues, troubleshooting steps, and resolutions.
- Comfortable working in an environment where the majority of communication takes place through Microsoft Teams and email.
- Strong willingness and ability to learn new applications and internal systems.
Preferred Qualifications
- Experience with WordPress or another Content Management System (CMS).
- Experience supporting internal or custom-developed applications.
- Exposure to user access management, permissions, roles, or account administration.
- Experience supporting or moderating online community platforms.
- Familiarity with Jira Service Management.
- Experience supporting web content or digital publishing platforms.
- German language skills are a plus but are not required.
Ideal Candidate Profile
The ideal candidate is a technically curious and service-oriented support professional who has developed a strong foundation in user support and troubleshooting and is now looking for an opportunity to expand their technical skills.
Candidates do not need to come from a traditional Tier 2 background. Strong Tier 1, Service Desk, Application Support, Product Support, or SaaS Support professionals who demonstrate good judgment, communication, troubleshooting ability, and growth potential are encouraged to apply.
Work Environment
- Communication is approximately 95% through Microsoft Teams and email.
- Minimal phone-based support is required.
- The role involves supporting internal users and collaborating closely with other technical and business teams.
- Training will be provided on proprietary and internal platforms.