(Remote) Technical Support Agent (Growth Track to Senior Ticketing Agent)

Immerse

  • Brasil
  • Permanente
  • Período integral
  • Há 7 dias
*(6-Month Contract-to-Hire | Remote - US Time Zones with EST Overlap)*Founded in 2017, Immerse is an award-winning social VR language education platform designed by experts to help learners confidently speak a new language in any situation. By combining human-powered teaching, virtual reality technology, and artificial intelligence, Immerse 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 that provide more context.About the Role:IMMERSE 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 frontline customer support while developing deep product expertise with the hope of moving into more complex ticketing workflows within 6-12 months.The ideal candidate is technically curious, excels at troubleshooting, and thrives in a fast-paced startup environment. You'll begin by handling customer inquiries via Intercom, then progressively take on more advanced responsibilities including bug triage, Jira ticket management, and process improvements.Key Responsibilities:
  • Provide exceptional technical support via Intercom, resolving customer issues efficiently
  • 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
  • Progress 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 (SaaS/tech preferred)
  • Proficiency with support platforms (Intercom, Zendesk, or similar)
  • Fluency 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 clearly 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 * Growth Path: Build your skills with the possibility of advancing into a more senior technical support role with ticketing ownership, cross-functional collaboration, and process leadership.
  • Impact: Join a mission-driven team helping learners worldwide connect and grow through language.
  • Innovation: Work with forward-thinking tools and contribute to the future of immersive tech and AI in education.
  • Flexibility: Remote work structured 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 within US business hours

Immerse