Technical Support Analyst

hace 5 horas


Medellín, Colombia NeoWork A tiempo completo

This is a full-time remote position with rotating shifts and weekend availability required.

**Duties and Responsibilities**:

- Provide prompt and efficient customer service via live chat, handling multiple interactions at once.
- Assist users with account setup, onboarding, billing questions, and navigating the platform.
- Help users select the best services based on their needs and provide basic cost estimates.
- Maintain clear and empathetic communication while managing expectations on issue resolution timelines.
- Understand and explain the basics of serverless cloud computing, AI inference, and user access management.
- Perform basic troubleshooting using internal tools and diagnostic dashboards.
- Escalate technical issues to Level 2 support or Engineering as needed, following established protocols.
- Log all interactions and resolutions in Zendesk or similar CRM platforms.
- Contribute to internal FAQs and knowledge base content for efficiency and clarity.
- Simplify technical concepts for non-technical users.
- Maintain a high customer satisfaction score (CSAT), targeting 98% or higher.
- Collaborate with the support and product teams to improve the user experience.

**Requirements**:

- Minimum of 1 year experience in a customer or technical support role, preferably in SaaS, cloud services, or AI-related platforms
- Previous experience in a high-volume startup environment is a plus
- Basic understanding of SSH, Linux, and SQL scripting
- Familiarity with cloud platforms, user and access management, and AI inference basics
- Strong written communication skills with the ability to simplify technical concepts
- High multitasking ability to manage several chat conversations simultaneously
- Experience using CRM, ticketing, and support tools such as Zendesk and Discord
- Problem-solving mindset with a proactive approach to resolving customer concerns
- Flexibility to work in rotating shifts and on weekends



  • Medellín, Antioquia, Colombia SuperStaff A tiempo completo

    We are hiring a Technical Support Analyst to join the Customer Experience team at one of our clients. This person will be the frontline technical expert supporting their CRM users. We're looking for someone who loves problem-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools (e.g. Airflow, GCP, Kibana). This...


  • Medellín, Antioquia, Colombia Genius Sports A tiempo completo

    **A **B **it **A **bout **U **s** Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media. Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan. We are the trusted partner to...


  • Medellín, Colombia Genius Sports A tiempo completo

    **The Role** As a _Sportsbook Technical Support 2 analyst _, you will be expected to deal with inquires that come from customers and internal GS teams, support our new Multibet product among other upcoming ones, besides deeply investigate about specific cases that might not have a straightforward solution, know how to escalate to development teams, in...


  • Medellín, Antioquia, Colombia Genius Sports A tiempo completo

    **A bit about us** Do you want to join one of the world's fastest growing sports technology companies? **About the role** You will be part of a technical team helping support end users, data partners, and First Line Support team members with inquiries of various levels of difficulty for systems used by some of the most prominent sports leagues in the...


  • Medellín, Colombia SD Solutions A tiempo completo

    SD Solutions is looking for a talented **Technical Support Engineer** to step onto a fintech unicorn rocketship! Company offers a hybrid format of work: (hybrid office visit - 3 days in the office/2 remote). The office is located in Edificio Select, Cra. 29c, El Poblado, Medellín, Antioquia, Colombia. As a Technical Support Engineer, you'll take ownership...


  • Medellín, Colombia CI&T A tiempo completo

    We are **tech transformation** specialists, uniting human expertise with AI to create scalable tech solutions. With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. The IT Analyst at CI&T is responsible for the efficient operation and...


  • Medellín, Colombia SugarCRM A tiempo completo

    **Where do you fit?** We’re looking for a Technical Support Specialist to join our Global Technical Support organization. This role is focused on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. You will maintain full ownership of your cases—driving resolution directly or...

  • Support Analyst

    hace 4 horas


    Medellín, Antioquia, Colombia Sana Commerce A tiempo completo

    Company Description At Sana Commerce we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with...


  • Medellín, Colombia Aprio, LLP A tiempo completo

    A leading CPA and advisory firm in Colombia seeks a Service Desk Analyst to support users with IT issues. The role involves initial user assistance, ticket management, simple problem resolution, and collaboration with IT staff. Ideal candidates should have a high school diploma or equivalent, with customer service experience being beneficial. This dynamic...


  • Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    On behalf ofTipalti, SD Solutions is looking for a talentedTechnical Support Team Leadto step onto a fintech unicorn rocketshipAs aTechnical Support Team Lead, you will oversee an Engineering Support team while remaining hands-on about 50% of the time. In this role, you'll play a pivotal part in driving seamless daily operations, ensuring timely and...