Remote Tech Support Agent for Streaming Service

IT Technical Support Agent In Latin America (English Required) Location: Remote (Latin America) Type: Freelance / Contract Language: English – mandatory As an online streaming and digital services platform focused on delivering a smooth, reliable experience to users worldwide. We are looking for a dedicated freelance Technical Support Agent to assist customers through live chat and support tickets, ensuring fast, clear, and professional issue resolution. This is a customer-facing technical role that requires strong problem-solving skills, excellent written English, and the ability to explain technical concepts clearly without relying on translation tools. Responsibilities: * Provide first-line technical support to users experiencing issues such as: * Streaming access and playback problems * Login and account access issues * Payment and subscription questions * Device and browser compatibility issues * Diagnose problems, identify root causes, and guide users toward effective solutions. * Escalate complex or unresolved issues to the technical team with clear documentation. * Maintain accurate records of reported issues, solutions provided, and recurring patterns. * Assist with testing platform updates and reporting bugs or service anomalies. * Contribute to the creation and maintenance of an internal knowledge base. * Ensure users receive timely, professional, and friendly support at all times. Requirements: * Proven experience in IT technical support, customer technical support, or helpdesk roles. * Strong troubleshooting skills across different browsers, devices, and basic network setups. * Excellent written English with the ability to communicate clearly **without using external tools or translators. * Ability to explain technical issues in simple, user-friendly language. * Patient, customer-focused mindset with strong attention to detail. * Reliable, self-motivated, and comfortable working independently as a freelancer. Nice to Have: * Experience supporting **streaming platforms, SaaS products, or subscription-based services. * Familiarity with ticketing/helpdesk tools such as Zendesk, Freshdesk, LiveAgent, or similar. * Experience with account management, billing, or payment-related support. * Bilingual (English/Spanish) is a plus, but not required. What We Offer: * Fully remote freelance collaboration. * Consistent support workload. * Opportunity to work with a growing streaming platform.

Project ID: 40207655