Technical Operations Support Specialist

About the role

5&5 is looking for a frontline responder based in Guatemala/El Salvador for all brands and platforms. The role delivers fast, accurate support and documents all activity according to SOPs. POS experience is required, with Aloha preferred.

Key responsibilities

• Act as the first point of contact for support tickets across all brands via Zendesk and other platforms.
• Resolve standard hardware, software, and process issues or escalate to Tier 2 when appropriate.
• Maintain 98%+ SLA compliance with first responses under 30 minutes during business hours.
• Accurately document tickets with complete troubleshooting steps and outcomes.
• Stay current with helpdesk processes and participate in ongoing training.
• Provide feedback for continuous process improvement.

Required profile

• Availability to work on weekends.
• 1‑3 years of experience in customer support or the IT field.
• Experience with ticketing systems.
• Phone support experience.
• Strong written and verbal communication focused on customer service.
• High attention to detail, organization, and time‑management skills.
• Ability to task‑switch and shift priorities quickly.
• Ability to solve complex issues and document resolutions.
• Capability to work independently with minimal supervision.
• Strong troubleshooting, problem‑solving, and critical‑thinking abilities.
• Strong Internet connection and stable at‑home working environment.

Required skills

• Aloha POS
• POS systems (general)
• Zendesk ticketing system

What we offer

• Fully remote work
• Monthly bonding events
• Fun company events
• Engaging company culture