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, and email.

• Counsel clients on product utilization and resolve technical challenges.

• Elevate intricate issues to Tier 2 Support and act as a liaison between clients and Tier 2 Support.

• Process tickets through a web-based ticketing system, phone, or live chat.

• Validate and clarify issues reported by users.

• Address how-to inquiries.

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

• Replicate, troubleshoot, and document simple bugs.

• Maintain comprehensive, clear, and complete ticket documentation.

• Provide timely updates to users regarding their inquiries.

• Develop Support process documentation when assigned.

• Execute additional tasks as directed by the supervisor.

⛳️ Requirements

• High School diploma.

• Strong technical, troubleshooting, and analytical capabilities.

• Demonstrated ability to operate in a self-directed manner.

• Capacity to thrive in a fast-paced, agile environment where critical thinking and robust problem-solving skills are essential for success.

• Proficient in managing client interactions professionally at all times.

• Excellent written and verbal communication abilities.

• Must be able to sit for extended periods.

• Must be equipped to work remotely and prioritize tasks effectively.

• Must possess the ability to work autonomously.

• Must be capable of collaborating in a remote setting.

• Ability to think quickly, communicate positively (even when delivering unfavorable news), work proactively, and readily adapt to change.

🏝️ Benefits

• Remote work arrangement.

• Full-time employment.

• Equal opportunity employer dedicated to fostering diversity and an inclusive environment for all employees.