Agente de Soporte al Usuario – República Dominicana

About the role

The User Support Agent will provide technical assistance and answer user inquiries, helping them resolve issues with software applications. The role involves direct interaction with end‑users through multiple communication channels to ensure a smooth and efficient resolution process.

Key responsibilities

• Identify, investigate and resolve user problems with applications, using diagnostic procedures and troubleshooting techniques.
• Handle support requests received via phone calls, live chat, email, or any other communication method employed by users.
• Guide users step‑by‑step through troubleshooting processes, which may include the use of specialized diagnostic tools or verbal instructions.
• Perform testing of support tools to verify functionality, detect bugs, and propose enhancements for better performance.
• Collaborate with fellow support staff and developers to research, reproduce, and resolve technical issues.
• Stay informed about the latest technological innovations and industry trends to provide up‑to‑date assistance.
• Create and maintain clear documentation, user guides, and instructional materials aimed at reducing the volume of support tickets.

Required profile

• Graduated studies in Computer Science, Information Systems, or equivalent professional experience.
• Excellent interpersonal, leadership and communication abilities.
• Fluency in both English and Spanish.
• Proven ability to work effectively in agile teams and respond professionally to user requests.
• Experience in high‑volume customer service environments, preferably in technical support.

Required skills

• Microsoft PowerPoint
• Microsoft Word