Technical Support Representative II

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

📋 Description

• Deliver fundamental technical assistance to customers facing issues with their products or services.

• Diagnose and resolve technical challenges, providing prompt and effective solutions to clients.

• Clearly articulate technical solutions to non-technical users in an understandable manner.

• Refer complex problems to senior team members when necessary.

• Record customer interactions and technical issues in a customer relationship management (CRM) system.

• Offer suggestions for product enhancements and improvements based on customer insights and technical challenges.

• Enhance product, service, and process knowledge through participation in training sessions and continual learning opportunities.

• Collaborate with other departments as required to address customer concerns.

• Follow company policies and procedures diligently.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Achieve or surpass performance targets related to key performance indicators (KPIs).

⛳️ Requirements

• At least 2 years of experience in technical support or a related field, ideally in a call center setting.

• Excellent verbal and written communication abilities.

• Strong technical troubleshooting skills in hardware, software, and/or systems.

• Proficient in critical thinking.

• Skilled in utilizing computer applications and software.

• Experience with a CRM system is preferred.

🏝️ Benefits

• Competitive salary package.

• Compliance with government-mandated benefits.

• Opportunities for skills training and both personal and professional development.

• Enjoy endless fun to facilitate continuous growth.