Jobs Burundi

Technical Support Rep (Entry-level Employee)

Job Title	Technical Support Rep (Entry-level Employee)
Employer	Browserbase
Adress: Country	Burundi
Address: City	Muramvya
Work type	Remote
Expected Salary	4103233 BIF
Posting Date	Tue Jun 10 2025
End Date	Thu Jul 03 2025

Description:

We’re hiring a Remote Tech Support Agent who thrives on helping others, loves solving problems, and can explain even the most technical fix in plain, human language. You’ll be the friendly, reliable point of contact for users experiencing technical issues — from account errors and app glitches to configuration questions and device compatibility concerns. Whether it’s helping someone reset their password, walk through a software setup, or resolve a connectivity problem, you’ll be there to guide them with patience and clarity. You’ll be expected to communicate through chat, email, and video when needed — always with a calm, professional tone that puts users at ease. You’ll log issues thoroughly, contribute to our help documentation, and escalate bugs or edge cases to engineering when necessary. You’re organized, responsive, and know how to juggle multiple requests without dropping the ball.

Basic Qualifications:

• Update knowledge base articles or help center content to reduce repeated support requests.
• Log issues, solutions, and recurring bugs in a support ticketing system (like Zendesk or Freshdesk) for team visibility.
• Maintain a calm, supportive tone even when customers are frustrated or confused—empathy is your #1 tool.
• Offer a human-first support experience that makes users feel heard, not just handled.
• Balance speed and quality—solve efficiently, but never rush or dismiss a customer’s concern.

Preferred:

• Capable of escalating complex issues while documenting troubleshooting steps clearly.
• Values empathetic service, even when customers are frustrated or confused.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Understands the importance of patience, clarity, and professionalism during support interactions.
• Takes pride in solving problems and getting to the root cause of technical issues.

Benefits:

• Support leads who’ve done the job themselves — not just managing from a spreadsheet.
• We respect work-life boundaries — off-hours are *off*.
• Team chats are full of gifs, pet photos, and “win of the day” moments.
• We reward calm under pressure — not who closes the most tickets.
• You’ll be empowered to fix things, not just apologize for them.

You're comfortable with tools like Zendesk, Jira, or Intercom, and you have a basic understanding of operating systems, browsers, and SaaS tools. You’re organized, dependable, and you know how to prioritize when multiple users are waiting. You meet every issue with empathy and every user with respect, no matter how small the problem might seem. Working remotely, you’re reliable, self-motivated, and organized with your time. If you’ve got a natural instinct for troubleshooting, a cool head under pressure, and the ability to explain tech in a way that makes sense, this could be the perfect role for you. Let’s provide support that’s not just fast — but human.