Technical Support Representative VA
A senior Technical Support Representative diagnoses and resolves technical issues with your software, hardware or service for customers over ticket, chat and phone, so problems are fixed at first contact and engineers are not interrupted.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Technical Support Representative VA helps customers resolve software, hardware or service issues through email, chat and phone. They can investigate problems, gather logs, reproduce issues, guide customers through configuration and escalate confirmed bugs to engineering. Outsource Teams provides top 1% vetted talent with technical support experience, no lock-in contracts and a replacement guarantee, helping keep routine technical issues away from engineering teams.
Responsibilities
- Resolve tier 1 and tier 2 technical tickets for the client's product across email, chat and phone within SLA.
- Reproduce reported issues, gather logs and screenshots, and diagnose using the admin console, browser tools and documentation.
- Escalate confirmed bugs to engineering in Jira or Linear with clean reproduction steps, environment details and impact.
- Guide customers through configuration, integrations, API keys, SSO and account settings.
- Write and update knowledge base articles and troubleshooting guides after resolving new issue types.
- Monitor status pages and incident channels and communicate proactively with affected customers during outages.
- Maintain accurate ticket records and tags in Zendesk, Freshdesk, Jira Service Management or HubSpot.
- Meet targets for first-response time, resolution time and CSAT while keeping escalations accurate.
- Share recurring issue trends with product and engineering each week.
Software & Tools
Requirements
- At least 5 years in technical support for SaaS, networking, hardware or IT services.
- Comfortable reading logs, using browser developer tools, testing APIs with Postman and understanding basic SQL, HTML and networking concepts.
- Experience with Zendesk, Freshdesk, Jira Service Management or a similar ticketing tool and with Jira or Linear for escalations.
- Clear written and spoken English for explaining technical fixes to non-technical customers.
- Methodical troubleshooting approach with a record of high first-contact resolution.
- Certifications such as CompTIA A+, Network+, ITIL Foundation or a vendor product certification are an advantage.
- High-speed internet and backup power, with a schedule that overlaps the client's support coverage hours.
Frequently Asked Questions
What kind of issues can they troubleshoot?
They can handle tier 1 and tier 2 issues involving product configuration, integrations, API keys, SSO, account settings and other common technical problems.
Can they escalate bugs to developers?
Yes. They can reproduce the issue, collect logs and screenshots and escalate confirmed bugs with clear steps, environment details and impact information.
What tools can they use?
They can work with Zendesk, Jira Service Management, Freshdesk, TeamViewer, Confluence and Slack, as well as Jira or Linear for engineering escalations.
How experienced are the candidates?
Candidates are expected to have at least five years in technical support for SaaS, networking, hardware or IT services.
What does it cost?
Rates are listed in USD at $7 per hour for entry-level talent, $9 per hour for intermediate and $12 per hour for senior talent. There are no lock-in contracts.
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