Company Overview

The organisation delivers technology-based products and digital services that require dependable technical assistance and effective customer communication. Its support function works to resolve common technical issues, help users navigate software features, and ensure that more complex problems reach the appropriate technical specialists.

Role Summary

The Technical Chat Support Agent will assist customers experiencing difficulties with software functionality, account access, configuration, and general platform usage. Through written conversations, the agent will gather relevant information, perform initial troubleshooting, explain practical solutions, and escalate unresolved issues with clear supporting documentation.

This position is suited to a detail-oriented professional who enjoys troubleshooting, communicating technical information in accessible language, and helping customers use digital products effectively.

Key Responsibilities

• Respond to technical enquiries through live chat, messaging platforms, and support ticket systems.

• Guide users through login issues, password recovery procedures, browser compatibility checks, and basic configuration steps.

• Ask targeted questions to identify symptoms, reproduce reported problems where possible, and determine appropriate next steps.

• Provide step-by-step instructions for common software and platform issues.

• Escalate complex bugs, service disruptions, and suspected system defects to technical support or engineering teams.

• Record troubleshooting steps, error messages, case details, and resolution outcomes.

• Monitor ticket progress and keep customers informed according to established communication procedures.

• Maintain and update technical FAQs, help articles, and standard troubleshooting instructions.

• Identify recurring issues and provide structured feedback to product and engineering teams.

• Follow access control, information security, and customer data handling procedures.

• Meet established service standards for response quality, case documentation, and customer satisfaction.

Requirements and Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field is advantageous.

• Experience in technical support, helpdesk operations, software customer service, or online troubleshooting is beneficial.

• Strong written English and the ability to explain technical concepts clearly.

• Basic understanding of web applications, browsers, operating systems, and internet connectivity.

• Familiarity with ticketing and customer support platforms such as Zendesk, Freshdesk, or comparable tools.

• Strong analytical thinking and systematic troubleshooting skills.

• Ability to document technical issues accurately and escalate cases with relevant evidence.

• Patience, professionalism, and a customer-focused approach.

• Ability to work independently in a remote environment and follow established support procedures.

Benefits

• Fully remote working arrangement within Estonia.

• Opportunities to build technical troubleshooting and customer support expertise.

• Exposure to software products, technical workflows, and service management systems.

• Collaboration with technical support and product development teams.

• Professional development opportunities in technical service operations.

Application Instructions

Applicants should submit a current CV highlighting their technical support experience, troubleshooting abilities, and familiarity with customer service platforms. Relevant technical training or examples of previous support responsibilities may also be included.

Applications should be submitted through the appropriate recruitment channel in accordance with its instructions.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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