JOB OPPORTUNITY: DESKTOP SUPPORT TECHNICIAN / TECHNICAL SUPPORT AGENT.
Work Location: On-site.
Contract Type: Full-time.
Schedule: Monday to Friday, 7:00 a.m. to 4:00 p.m.
English Level: Advanced C1 (Essential).
Required Experience: More than 4 years in technical support.
Participating Countries:
- Colombia.
- Mexico.
- Argentina.
- Guatemala.
- Peru.
Approximate Monthly Compensation:
- Colombia: COP 3,700,000.
- Mexico: MXN 23,200.
- Guatemala: GTQ 9,000.
- Peru: S/ 4,000.
- Argentina: Varies depending on location and contract type.
ABOUT THE COMPANY:
Our client is a leading technology company developing Artificial Intelligence solutions for customer experience and property management in the United States and Canada.
The company develops innovative platforms that optimize communication between businesses and users through automation, artificial intelligence, and advanced support tools. Their goal is to transform how customers interact with digital services, improving operational efficiency and the user experience.
They are currently seeking a Desktop Support Technician/Technical Support Agent to help ensure an exceptional support experience for international clients.
JOB PURPOSE:
- To be the primary point of contact for users and clients requiring technical assistance, providing timely, professional, and efficient support through various communication channels.
- The selected candidate will be responsible for diagnosing problems, providing technical solutions, documenting incidents, and coordinating with specialized teams when necessary, ensuring a positive customer experience and compliance with Service Level Agreements (SLAs).
MAIN RESPONSIBILITIES:
- Provide first-line technical support for the company's technology platform.
- Manage support requests through ticketing systems, calls, chat, and collaboration tools.
- Resolve technical issues related to platform functionality.
- Investigate, diagnose, and reproduce problems reported by users.
- Track cases until complete resolution.
- Maintain clear and professional communication with international clients.
- Escalate complex issues to engineering and development teams when appropriate.
- Manage high volumes of tickets, meeting established response times.
- Thoroughly document all interactions, solutions, and procedures.
- Participate in the continuous improvement of support and customer service processes.
- Guide users step-by-step in resolving technical issues.
- Collaborate with internal teams located in different time zones.
REQUIRED EXPERIENCE AND KNOWLEDGE:
- More than 4 years of experience in technical support, help desk, or handling complex issues.
- Experience working with ticket management systems.
- Proven ability to diagnose and resolve complex technical issues.
- Advanced English (C1 level, spoken and written).
- Experience working with international clients.
- Ability to manage multiple cases simultaneously in dynamic environments.
TOOLS AND TECHNOLOGIES:
Experience using the following will be valued:
- Jira.
- Zendesk.
- Slack.
- Google Meet.
- ServiceNow.
- Similar ticketing systems.
DESIRED TECHNICAL SKILLS:
- Support for cloud-based applications (AWS, GCP, or similar).
- CRM integrations.
- External database integrations.
- SaaS platforms.
- Business automation solutions.
DESIRED EXPERIENCE:
Experience in the following will be highly valued:
- Artificial Intelligence-based platforms.
- Machine learning.
- Natural Language Processing (NLP).
- Tools such as Rasa, Replicant, Aivo, Amazon AI, or similar technologies.
- Technology companies with clients in the United States.
IDEAL PROFILE:
We are looking for professionals who excel in:
- Customer focus.
- Excellent communication skills.
- Analytical thinking.
- Problem-solving skills.
- Attention to detail.
- Organization and follow-through.
- Adaptability to dynamic environments.
- Proactivity and initiative.
- Ability to work independently and as part of a team.
ESSENTIAL REQUIREMENTS:
- Advanced C1 level English.
- More than 4 years of experience in technical support.
- Experience with ticketing tools.
- Availability to work on-site.
- Updated genome in English.
Are you interested in this opportunity?
If you have experience in technical support, enjoy solving complex problems, and want to be part of an innovative technology company with an international reach, apply now!
