Job Title: Remote Technical Services Associate (2 positions)

Location: Belize, Costa Rica, Dominican Republic, Guatemala, Mexico (Remote)

Contract Type: Indefinite Contract

Hourly Rate: $8.00 - $11.00 USD

Target Start Date: August 30th

Job Description:

We are seeking two Remote Technical Services Associates to provide exceptional customer support for video and access control systems. This is an entry-level technical support role idóneo for candidates with strong communication skills, basic computer knowledge, and a desire to grow in the physical security and IT industry.

Key Responsibilities:

Customer Support:

- Serve as the first point of contact for customers by responding to inquiries via phone, email, and Salesforce cases.
- Deliver professional, friendly service while helping clients resolve issues and ensure a positive customer experience.

CRM Management:

- Create, update, and track support cases using Salesforce CRM to ensure customer requests are documented accurately and resolved in a timely manner.
- Maintain detailed records and meet service level expectations.

System Monitoring:

- Continuously monitor system notifications and alarms to identify potential issues before they impact customers.
- Perform initial assessments and coordinate the appropriate response to keep client systems operating reliably.

Technical Troubleshooting:

- Diagnose common Windows, Linux, networking, video, and access control issues using established troubleshooting procedures.




- Resolve basic technical problems independently while escalating more complex issues to senior technical staff.

Cross-Functional Collaboration:

- Partner with Sales, Account Management, Service, and Customer Care teams to ensure customer requests are completed efficiently.
- Coordinate shipping and field service activities, including scheduling service technicians and tracking equipment shipments.

Professional Development:

- Participate in on-the-job training, mentorship, and continuous learning opportunities.
- Build experience in networking, physical security technology, and customer support.

Qualifications:

- Strong communication skills.
- Basic computer knowledge.
- Ability to work remotely.
- IT certifications preferred: Network+, Security+.
- Bachelor's degree preferred.

Skills:

- Customer Service
- Documentation
- Problem Solving
- Basic Networking
- Teamwork

KPIs:

- First Response Time: Escalation management.
- SLA Compliance: Call handling via Automatic Call Distribution; Salesforce case handling.

Work Environment:

- Fully remote.
- Full-time.
- Training provided.

Job Type: Full-time

Pay: $20,000.00 - $28,000.00 per month

Application Question(s):

- Have you worked with Salesforce or similar CRM platforms, and are you comfortable with basic networking concepts?
- How many years of experience do you have in customer service and problem-solving skills, with basic computer knowledge?

Language:

- english (Required)

Work Location: Remote

📌 Remote Technical Services Associate (México)
🏢 Gracemark
📍 México