IT Customer Care

Toolbox

Providing IT support to customers and managing product implementation services remotely. Collaborating to improve team performance in a tech-focused company.

Posted 7/18/2026full-timeRemote • 🇺🇾 UruguayMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in providing technical support and client communication, with a strong understanding of APIs, video streaming, and networking concepts. Bilingual in Spanish and English, capable of managing issues to resolution while tracking and documenting support activities.

Highest-signal resume keywords

API HandlingSwagger ManagementVideo Streaming UnderstandingExcellent Communication SkillsTechnical Support

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

API HandlingVideo StreamingNetworking ConceptsDRM KnowledgeEncoding KnowledgeCDN Understanding

Soft Skills

Excellent Written CommunicationExcellent Verbal Communication

Tools & Technologies

Helpdesk SystemKPI Dashboards

Industry Keywords

Product SupportRemote Software ImplementationClient CommunicationTechnical Assistance

About the role

Key responsibilities & impact

Provide first line response for customers requiring assistance with information technology issues and problems.
Perform remote software implementations, and provide follow-up product support via telephone, email, and web-based contact channels.
Deliver professional and timely client communications regarding updates, ongoing support items, and product implementation services.
Thoroughly track, organize and document all product support related activities.
Be part of a collaborative effort to improve the team’s performance indicators (KPIs/Dashboards), through data collection and reports.
Develop and maintain a full understanding of Toolbox products and services and stay abreast of relevant industry trends and best practices
Manage issues to resolution, updating the helpdesk system and communicating with relevant parties and managers.
Monitor/Maintain system alerts and escalate errors.
Quickly and accurately determine incident scope and impact of assigned tickets.
Follow up on tickets at predefined intervals until resolved.
Perform other duties as assigned.

Requirements

What you’ll need

Basic or intermediate handling of APIs: Methods: GET, POST, etc.
Swagger Management: Management of inquiries to internal and external services (clients)
Knowledge about "Front-End" and "Backend" concepts
Understanding Video Player and Video Streaming
Understanding of Networking, DRM, Encoding and CDN is a plus
Mandatory: Intermediate or Advanced knowledge in at least 1 of the 5 points.
Excellent written and verbal communication skills; in Spanish and English (essential condition)

Benefits

Comp & perks

We make a great effort to make sure that each of us who are part of Toolbox can achieve success and improve every day.