Technical Support Representative - I

Ranger American PR, LLC offers a benefits-forward environment with health insurance, paid time off, and a referral program. This onsite contract position in San Juan, Puerto Rico blends a collaborative culture with hands-on client support, bridging the gap between customers, the administrative office, and the technical team. You will play a key role in shaping the client experience from onboarding through ongoing service, while delivering Level 1 technical assistance.

Benefits

• Health insurance
• Paid time off
• Referral program

Responsibilities

• Be the primary client contact during post-sale and ongoing service.
• Log, track, and monitor all requests, incidents, and maintenance calls via the service management system.
• Provide proactive, professional updates on service status, timelines, and resolutions.
• Set and manage client expectations through accurate, timely, and empathetic communication.
• Monitor SLAs and response times for open cases.
• Coordinate service scheduling with the Operations & Administration Lead and the Technical Operations Lead.
• Identify at-risk SLAs and escalate proactively to prevent dissatisfaction.
• Deliver first-level technical assistance, including initial troubleshooting and remote diagnostics.
• Offer basic system validation and configuration guidance as part of first-level support.
• Provide remote session support for straightforward issues at the first level.
• Document all interactions, resolutions, and escalations accurately in the system.
• Escalate complex or unresolved issues to the Technical Operations Lead with full context.
• Maintain detailed records of client cases, incidents, and solutions in the service platform.
• Generate service reports and case summaries as requested by leadership.
• Contribute to a knowledge base with common issues and resolutions to improve first-call resolution rates.
• Assist with new client onboarding, including system orientation, basic user training, and documentation delivery.
• Help clients understand installed systems and how to use key features.
• Identify recurring issues or patterns in feedback and report findings to leadership.
• Suggest improvements to service workflows, templates, and support processes.
• Participate in departmental meetings to provide a client-facing perspective on performance.

Requirements

• A bachelor’s degree or an associate’s degree in Business Administration, Communications, Information Technology, or a related field.
• 1–3 years of experience in a customer service, technical support, or helpdesk role.
• Basic familiarity with electronic security systems such as CCTV, access control, and alarms; formal technical training will be provided.
• Proficiency with service management platforms such as Salesforce, ServiceNow, Freshdesk, or similar.
• Excellent written and verbal communication skills in English and Spanish.
• Ability to manage multiple open cases with accuracy and composure under pressure.

Technologies

• Salesforce
• ServiceNow
• Freshdesk