Agente de Atención al Usuario

About the role

The User Support Agent will provide timely assistance, guidance and technical support to customers using the company's GPS security and monitoring platforms, services and devices. The role aims to ensure a positive user experience through clear communication, prompt follow‑up and appropriate escalation of complex issues.

Key responsibilities

• Handle queries, requests and incidents via phone, WhatsApp, email, chat, ticketing system and other established channels.
• Guide users on the operation of GPS security platforms, services and devices.
• Identify reported incidents, perform necessary verifications and resolve issues within the agent’s scope.
• Document requests, incidents, actions taken and solutions provided.
• Monitor open cases, follow up regularly and escalate when specialized attention is required, keeping users informed.
• Manage complaints with empathy and professionalism, focusing on solutions.
• Collaborate with relevant internal teams and communicate recurring issues to improve overall service quality.

Required profile

• University student, recent graduate or technical professional in Business Administration, Marketing, Communication, IT, Technology or related fields.
• Previous experience in customer service, user support, call centre or platform support.
• Strong ability to learn new platforms and devices and explain their use in simple terms.
• Excellent oral and written communication, problem‑solving orientation and organizational skills.

Required skills

• Proficiency with computers and digital communication tools.
• Experience using web platforms and mobile applications.
• Familiarity with CRM systems.
• Experience with ticketing systems.