L1 Support Engineer, Colombia

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver technical support to end users, learning management system administrators, and corporate clients.

• Provide troubleshooting assistance and guidance through phone, web-based tools, email, and live chat.

• Counsel clients on effective product usage.

• Address and resolve technical issues, escalating complex problems to Tier 2 Support as necessary.

• Act as an intermediary between customers and Tier 2 Support during escalation processes.

• Validate and clarify the issues reported by users.

• Respond to how-to inquiries.

• Resolve user issues that can be addressed through the Bridge user interface.

• Replicate, troubleshoot, and document basic bugs.

• Maintain comprehensive, clear, and accurate ticket records.

• Provide timely updates to users on ticket status.

• Create documentation for support processes when assigned.

• Perform additional tasks as directed by the supervisor.

⛳️ Requirements

• A High School diploma is required.

• Ability to think swiftly, communicate effectively, work proactively, and adapt to change.

• Strong technical, troubleshooting, and analytical abilities.

• Capability to operate in a self-directed work environment.

• Ability to thrive in a fast-paced, agile setting that demands critical thinking and problem-solving skills.

• Proficient in maintaining professionalism in client interactions at all times.

• Excellent written and verbal communication skills.

• Must be able to sit for long periods.

• Must be capable of working remotely while managing tasks and priorities effectively.

• Must be able to work independently.

• Must be able to collaborate effectively in a remote setting.

• Must be available to work from 8am to 4pm COT (Colombia Time).

🏝️ Benefits

• Opportunity for remote work.

• Full-time employment status.

• Equal opportunity employer dedicated to diversity and inclusion.