Jobs Trinidad and Tobago

Remote Device Support (Trainee)

Job Title	Remote Device Support (Trainee)
Employer	IvyNest Academy
Adress: Country	Trinidad and Tobago
Address: City	Debe
Work type	Remote
Expected Salary	9736 TTD
Posting Date	Tue Jun 10 2025
End Date	Wed Jun 25 2025

Description:

We’re hiring a Remote Tech Support Agent who genuinely enjoys helping people get unstuck — whether it’s a small hiccup or a major blocker. 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 manage support tickets through email, chat, or phone, ensuring each one is resolved or escalated quickly and thoroughly. You’ll log and track all interactions clearly, escalate complex issues when needed, and contribute to improving our support documentation so others can find answers faster. You’ll collaborate with engineers when bugs arise, provide feedback to improve processes, and help update internal support documentation so we’re always evolving.

Basic Qualifications:

• Guide users step-by-step through solutions in clear, simple language—even if they’re not tech-savvy.
• Maintain a calm, supportive tone even when customers are frustrated or confused—empathy is your #1 tool.
• Balance speed and quality—solve efficiently, but never rush or dismiss a customer’s concern.
• Help test new features or updates before launch to spot issues and better prepare for support questions.
• Assist users with account setup, login issues, app errors, or updates—basic stuff, but critical to user experience.

Preferred:

• Comfortable troubleshooting software issues on Windows, macOS, or mobile devices.
• Takes pride in solving problems and getting to the root cause of technical issues.
• Interested in growing into roles like Tier 2 Support, QA Analyst, or IT Specialist.
• Currently studying or has a background in IT, computer science, or technical support.
• Understands the importance of patience, clarity, and professionalism during support interactions.

Benefits:

• You’re not just solving problems — you’re making the internet a better place, one user at a time.
• Ticket quotas are reasonable — quality always comes before speed.
• We respect work-life boundaries — off-hours are *off*.
• You’ll become an expert in our product — and feel proud of it.
• Access to ongoing training — from soft skills to bug triage.

You might not have all the answers immediately, but you know how to find them fast — and explain them in a way anyone can understand. 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. If you enjoy solving puzzles, making people’s day easier, and being part of a team that values clarity and kindness, this role is for you. Let’s make tech support better — one issue at a time. Let’s raise the bar for what customer support can be.