Junior to Junior+ Helpdesk Support Specialist

hace 6 días


Colombia Lean Solutions Group A tiempo completo
Company Overview:

Lean Tech is a rapidly expanding organization with a strong presence in Medellín, Colombia. We pride ourselves on having a significant influence in the software development and IT services sectors, particularly in the entertainment, financial, and logistics industries. Our corporate projections offer numerous opportunities for professionals to advance their careers and experience substantial growth. As a member of our team, you will engage with extensive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.

We are seeking a dedicated Junior to Junior+ Service Desk Analyst to provide support and troubleshooting for our drivers.

Position Title:

Junior to Junior+ Service Desk Analyst

Location:

Hybrid - Colombia

Key Responsibilities:
  1. Provide Tier 1 technical phone support for our Professional Drivers, troubleshooting and resolving issues related to the Edge Connect Tablets, CVDs, Drive Werner Pro, Workflows/Jobs, Login Issues, Password Resets, and additional driver-related tasks.
  2. Perform password resets for both internal users and our Professional Drivers across multiple platforms.
  3. 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.
  4. Process/fulfill requests submitted through the self-service portal.
  5. Provide Tier 1 application support for core platforms (Mastermind, Salesforce, Workday, etc.).
Requirements & Qualifications:

To excel in this role, you should possess:

  1. 6+ months of experience in troubleshooting and providing phone support.
  2. 6+ months of experience in customer support roles.
  3. Availability to work Monday to Friday, 8 AM to 5 PM in any of the following time zones: EST, CST, or PST.
  4. Logistics background/experience is preferred.
  5. Ability to work well under pressure.
  6. Ability to define problems, collect data, establish facts, and draw valid conclusions to facilitate problem-solving.
  7. Ability to interpret general technical questions.
  8. Ability to follow instructions for resolving technical problems.
  9. Excellent interpersonal, time management, and organizational skills; strong oral and written communication skills consistent with providing technical support and documenting this process.
  10. Flexibility to accept change and handle multiple priorities.
  11. Ability to communicate with end users and drivers.
Why Lean Tech:
  1. Join a powerful tech workforce and contribute to shaping the data landscape within a dynamic and growing organization.
  2. Professional development opportunities with international customers.
  3. Collaborative work environment.
  4. Career path and mentorship programs that will lead to new levels.

Lean Tech is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.



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