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.