Technical Customer Support Representative Level

About NTINetTech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is made up of talented professionals who deliver high-quality solutions, operational excellence, and exceptional customer service.
At NTI, collaboration, accountability, and continuous improvement drive everything we do.
Position OverviewWe are seeking a Technical Support Representative to join our team. In this role, you will provide first-level technical support to U.S.-based customers using the Alliant Systems and LinenMaster software platforms. You will troubleshoot software issues, assist users with system functionality, and work closely with internal teams to ensure timely resolution and an outstanding customer experience.
This position is ideal for someone who is customer-focused, curious, technically inclined, and enjoys solving problems while learning new technologies.
Key ResponsibilitiesLearn and develop working knowledge of the Alliant Systems and LinenMaster software platforms.Provide technical support to customers via phone, email, and remote support tools.Troubleshoot software issues and guide customers through solutions.Document customer interactions and resolutions in ConnectWise.Assist with software installations, updates, and user training.Work with implementation and development teams to resolve more complex issues.Communicate clearly with customers and team members to ensure timely resolution of service requests.Support customer onboarding activities, including data verification and system setup.Identify opportunities to improve the customer experience and share best practices.Perform other duties as assigned
Required QualificationsMinimum of 2 years of experience in technical support, help desk, application support, or a similar customer-facing technical role.Professional-level English proficiency (written and spoken).Experience troubleshooting software applications and supporting end users.Strong customer service, communication, and problem-solving skills.Ability to explain technical concepts to non-technical users.Experience supporting U.S.-based customers or working within a U.S. business environment.
Preferred QualificationsBachelor's degree in Information Technology, Computer Science, or a related field.Experience supporting SaaS applications or other business software solutions.Experience using ticketing systems such as ConnectWise, Zendesk, Freshdesk, Jira Service Management, or similar.Experience using Salesforce or other CRM platforms.Basic knowledge of SQL, databases, or data management concepts.Experience providing remote software support.
Skills & CompetenciesExcellent troubleshooting and analytical skills.Strong customer service orientation with a customer-first mindset.Excellent verbal and written communication skills.Ability to prioritize multiple tasks in a fast-paced environment.Strong attention to detail and organizational skills.Collaborative team player with a positive attitude.Ability to learn new software and technologies quickly.Self-motivated and able to work independently.Strong sense of ownership and accountability.
What We OfferCompetitive salary: RD$55,000.00 to RD$60,000.00 based on qualifications Benefits in accordance with Dominican Labor Law.Company-provided equipment.13 U.S. paid holidays.Flexible Paid Time Off (PTO).Hybrid work environment.Collaborative, supportive, and people-focused culture.Ongoing learning and professional development opportunities.Career growth opportunities within NTI.
Work EnvironmentEmployment Type: Full-timeSchedule:Standard Schedule: 7:00 AM – 4:00 PM CSTDuring Daylight Saving Time:Summer: 8:00 AM – 5:00 PM ASTWinter: 9:00 AM – 6:00 PM ASTWork Arrangement:Remote: Monday & FridayIn Office: Tuesday–ThursdayLocation: Santiago, Dominican Republic (Hybrid)Reports To: Director of Customer Care
Interview ProcessApplication ReviewHR Screening CallTechnical InterviewFinal Interview with the Leadership Team