Technical Support

hace 2 días

Bogotá, Bogotá D.E., Colombia Nearshore Business Solutions A tiempo completo

Technical Support Specialist (Tier 1, 2, and 3)

Overview
We are seeking Technical Support Specialists across Tier 1, Tier 2, and Tier 3 levels to provide exceptional support for our clients and internal teams. The ideal candidates will have strong troubleshooting skills, clear communication abilities, and the technical expertise to resolve issues efficiently at their respective support levels.

Responsibilities

Tier 1 (Frontline Support):

Respond to customer inquiries via chat, email, or phone.Document and escalate issues that require higher-level support.Perform initial troubleshooting for common technical issues.Provide step-by-step guidance for users to resolve basic problems.

Tier 2 (Intermediate Support):

Handle escalated issues from Tier 1 requiring deeper investigation.Diagnose and resolve moderately complex technical problems.Collaborate with product and engineering teams to replicate issues.Maintain knowledge base articles and technical documentation.

Tier 3 (Advanced/Expert Support):

Resolve advanced and critical technical issues that Tier 2 cannot address.Conduct root cause analysis and work directly with development teams for fixes.Implement patches, configuration changes, or advanced troubleshooting.Advise on system improvements and preventative measures.Qualifications
Tier 1: 1+ year of customer service or tech support experience; strong communication and problem-solving skills.Tier 2: 2–3 years in technical support or IT; experience troubleshooting operating systems, networks, and applications.Tier 3: 4+ years in advanced technical support, systems administration, or engineering; deep knowledge of system architecture, databases, and network protocols.Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).Ability to work in a fast-paced environment and manage multiple priorities.Strong English and Spanish (preferred) communication skills.What We Offer
Competitive salary and benefits.Opportunity to work with international clients.Career progression from Tier 1 to Tier 3 with training and certifications.Collaborative, multicultural team environment.

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