Technical Support Representative

Technical Support RepresentativeEscalon, El Salvador (On-site) · Full-time · 2 openings We are rebuilding our customer support department from the ground up, and this role is the foundation of it. We’re hiring two Technical Support Representatives to own the customer experience after the sale: answering product questions, troubleshooting real technical issues, and turning frustrated customers into loyal ones.This isn’t a scripted call-center job. Our customers are PC builders, gamers, creators, and IT professionals using our SSDs, enclosures, docks, hubs, memory cards, and adapters. When they reach out, they expect to talk to someone who understands their setup and can actually solve their problem. That will be you. About Sabrent!Sabrent is a consumer technology brand specializing in high-performance storage and connectivity: NVMe and SATA SSDs, drive enclosures, docking stations, USB hubs, memory cards and card readers, display and network adapters, chargers, and cables. We sell to millions of customers worldwide through Amazon, Walmart, Newegg, eBay, B&H Photo, Micro Center, and our own store. Our products live inside gaming rigs, professional workstations, and consoles, and our reputation is built on performance and reliability. Support is a core part of that reputation. What you will own:• Own the support queue: respond to customer inquiries across email, our Gorgias helpdesk, and marketplace messages (Amazon, Walmart, Newegg, eBay) with clear, professional written English.• Review AI-drafted replies: our helpdesk drafts suggested answers automatically. You review, correct, and approve them before anything reaches a customer, and you flag the ones the draft got wrong so the system improves.• Troubleshoot real technical issues: diagnose problems across the whole product line: NVMe and SATA drives not detected, enclosures and docks that drop out or run slow, hubs and adapters with power or compatibility issues, memory cards, firmware updates, cloning and formatting, and setup on Windows, macOS, and game consoles.• Manage RMAs: guide customers through warranty registration, claim validation, and returns end-to-end, keeping cases moving and customers informed until resolution.• De-escalate and escalate: handle upset customers (including data-loss situations) with empathy and composure, and know when and how to escalate to the support lead and to our engineering and vendor contacts.• Build the knowledge base: turn recurring issues into knowledge base articles and internal guides so the same problem gets solved faster next time.• Close the feedback loop: report patterns in complaints, defects, and questions to product and marketing so the whole company learns from support. What we're looking for:• Excellent written and spoken English (our customers are primarily in the US, with a growing UK and EU base)• Real comfort with PC hardware and peripherals: you know what an NVMe drive is and roughly how USB-C, docks, and enclosures fit together, you’ve installed components or built a PC, or you can confidently learn to.• A troubleshooter’s mindset: you ask good diagnostic questions, isolate variables, and don’t guess.• Patience and empathy under pressure: you can absorb a customer’s frustration without matching it.• Ownership: anything that reaches you is yours until it’s resolved. No “not my job.” Experience Required:• 1+ years in customer support, technical support, help desk or a comparable customer-facing role.• Demonstrated technical aptitude with computers and consumer electronics (professional or serious personal experience both count).• Strong written communication: you’ll be assessed on this directly. Nice to have:• Experience supporting hardware products, storage devices, or PC components.• Experience with helpdesk/ticketing tools (we run Gorgias; Zendesk, Freshdesk or similar transfers fine) and Amazon buyer messaging.• CompTIA A+ or similar certification. What success looks like:• First 30 days: You’re handling tickets independently, know our product line, and follow our tone and quality standards.• First 60 days: You own your queue end-to-end including RMAs, and you’ve contributed your first knowledge base articles.• First 90 days: You’re resolving most issues on first contact, customers mention you by name in positive feedback, and you’re surfacing product insights the team acts on. Benefits and Compensation:• $900 USD per month, paid in full with no deductions taken by us.• Full-time schedule, on-site at our El Salvador office (Escalon, Av Masferrer Nte.).• This is a professional-services engagement - independent contractor. Why join us?• Be part of rebuilding a department: your input will shape how support works here, not just execute it.• Work with products people are passionate about and customers who notice great service.• Clear growth path: we’re building this team now and its future leads will come from this group. A note on our culture: ours is a culture of high expectations and personal growth. We give real ownership and expect real follow-through. Postúlate directamente en CazVid.