Technical Support Specialist

hace 7 días


Colombia Lean Tech A tiempo completo
Service Desk Analyst

Lean Tech is a rapidly expanding organization situated in Colombia, offering opportunities for career growth and professional development. As a Service Desk Analyst, you will be the primary point of contact for users, responsible for collecting information, accessing support tools, and escalating issues to level two support when necessary.

Key Responsibilities
  • Provide Tier 1 technical phone support for our Professional Drivers
  • Troubleshoot and solve issues related to Edge Connect Tablets, CVDs, Drive Werner Pro, Workflows/Jobs, Login Issues, Password Resets, and additional driver-related tasks
  • Perform password resets for both internal users and our Professional Drivers across multiple platforms
  • Accurately record, update, and document tickets/requests using ServiceNow
  • Monitor service desk tickets assigned to the queue and process first-in first-out based on priority
  • Process/fulfill requests submitted through the self-service portal
  • Provide Tier 1 application support for core platforms (Mastermind, Salesforce, Workday, etc.)
Requirements and Qualifications
  • 6+ months of experience in troubleshooting and providing phone support
  • 6+ months of experience in customer support roles
  • Availability to work Monday to Friday, 8 AM to 5 PM in any of the following time zones: EST, CST, or PST
  • Logistics background/experience is preferred
  • Ability to work well under pressure
  • Ability to define problems, collect data, establish facts, and draw valid conclusions to facilitate problem-solving
  • Ability to interpret general technical questions
  • Ability to follow instructions for resolving technical problems
  • Excellent interpersonal, time management, and organizational skills; strong oral and written communication skills consistent with providing technical support and documenting this process
  • Flexibility to accept change and handle multiple priorities
  • Ability to communicate with end users and drivers


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