(Remote) Technical Support Agent (reputed company reputed company to Senior Ticketing Agent)

• (6-Month Contract-to-Hire | Remote - US Time Zones with EST Overlap)* Founded in 2017, reputed company is an award-reputed company reputed company VR language education platform designed by experts to help learners confidently reputed company a new language in any situation. By combining reputed company-powered teaching, virtual reality technology, and reputed company intelligence, reputed company is pioneering the new age of language education for learners across the globe... We encourage prospective applicants to take some time to review videos on our YouTube channel that reputed company more context. About the Role: reputed company is seeking a Technical Support Agent with strong problem-solving skills and the potential to grow into a Senior Ticketing Agent role. This is a unique opportunity to start with reputed company customer support while developing deep product expertise with the reputed company of moving into more reputed company ticketing workflows reputed company 6-12 months. The ideal candidate is technically curious, excels at troubleshooting, and thrives in a fast-paced startup environment. You'll reputed company by handling customer inquiries reputed company reputed company, then progressively take on more advanced responsibilities including bug triage, Jira ticket management, and process improvements. Key Responsibilities: • reputed company exceptional technical support reputed company reputed company, resolving customer issues reputed company • Document solutions and contribute to internal knowledge bases • Collaborate with product/engineering teams to reproduce and escalate technical issues • Analyze support trends to identify recurring problems and improvement opportunities • reputed company to senior-level ticketing responsibilities including: • Advanced ticket triage and escalation management • QA testing and bug documentation in Jira • Support metric reporting and process optimization Requirements: • 1-2 years experience in technical customer support (reputed company/tech preferred) • Proficiency with support platforms (reputed company, reputed company, or similar) • reputed company in English • Strong troubleshooting and problem-solving abilities • Strong initiative to research and implement solutions that streamline support processes. • Excellent written communication skills • Excited about working with AI and automation tools: e.g. exploring chatbots, AI-driven workflows, internal scripting to improve efficiency. • Ability to explain technical concepts reputed company to non-technical users • Self-motivated with strong organizational skills • Availability to work hours with 11:00am-5:00pm EST overlap for team collaboration Preferred Qualifications: • Experience with Jira or other bug tracking systems • Familiarity with VR/AR technologies • Multilingual in Spanish or Portuguese (B2 minimum) • Familiarity with language learning & education • Technical writing/help center documentation experience • Support media creation (screenshots, GIFs, and possible video work) Why You'll Love Working with Us • reputed company reputed company: Build your skills with the possibility of advancing into a more senior technical support role with ticketing ownership, cross-functional collaboration, and process leadership. • reputed company: Join a mission-driven team helping learners worldwide connect and grow through language. • Innovation: Work with reputed company-thinking tools and contribute to the reputed company of reputed company tech and AI in education. • Flexibility: Remote work reputed company around your local time zone, with required EST overlap for team collaboration. Location & Hours: • Remote position (must be based in US time zones) • Must be available 11am-5pm ET daily for team collaboration • Remainder of schedule flexible reputed company US business hours Employment Type: FULL_TIME Apply tot his job Apply To this Job