Offer summary

Qualifications:

Minimum of 2 years of experience in Information Technology., College degree in a Technology-related field or similar experience., Strong customer service and problem-solving skills., Proficient in English (B2+) and exposure to Windows Operating Systems..

Key responsabilities:

Provide Level 1 & 2 technical support to customer administrators/users.

Log and document all customer correspondence in the Service Cloud ticketing system.

Create knowledge base and troubleshooting documents for team and customers.

Participate in after-hours support rotation and manage customer demands effectively.

Job description

Description

Company Overview:

Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.

Currently, we are seeking a HelpDesk Support Specialist to join our team. Here are the challenges that our next warrior will face and the requirements we look for:

Position Title: HelpDesk Support Specialist

Location: Remote - LATAM

What you will be doing:

We are currently looking for an experienced, dynamic, and highly motivated HelpDesk Support Specialist. You will be responsible for providing exceptional technical support Level 1 & 2 to customer administrators/users of the company’s suite of products, resolving incidents and service requests, and ensuring the efficient operation of the IT services. The ideal candidate should be exposed to Windows Operating System and possess strong customer service and problem-solving skills.

Provides technical support via the Service Cloud ticketing system or by phone to a growing customer base of administrators and users of the company's suite of products.
Owns full cycle of customer technical support resolution.
Provides a proactive approach within customer support, and assists in optimizing systems.
Logs/documents all customer correspondence into the Service Cloud ticketing system.
Demonstrates an awareness of the impact of events on customer systems or internal the company's platforms.
Creates knowledge base/troubleshooting documents for Team and customers.
Adheres to all department and company policies and procedures, including the company's core values.
The candidate will have the following schedule: 11:00 AM to 8:00 PM EST timezone, Monday - Friday. Additionally, the candidate will need to be on-call one week a month (paired with another team member).

Required Skills & Experience:

Minimum of 2 years of experience in Information Technology.
English B2+.
College degree in the Technology related field or similar related experience.
Exposure to Windows Operating Systems.
Experience in Mobile Applications Support.
Ability to learn new technology quickly.
Proven ability to work independently as well as function effectively within the Team.
Proven ability to manage demands with internal and external customers.
Excellent written and verbal communication skills working with technical and non-technical customers.
Ability to thrive in a fast-paced, high-volume, demanding, and dynamic work culture.
Participate in after-hours support rotation for internal and external systems.
Previous software support experience within a Help desk environment.

Soft Skills:

Excellent problem-solving and analytical skills.
Strong communication and collaboration abilities, with the capacity to work effectively across different time zones.
Demonstrates a willingness to learn and grow.
Highly motivated to build upon existing work and set new benchmarks.
Takes responsibility and drives projects forward with a strong sense of accountability.
High emotional intelligence and empathy for the customer.
Sense of urgency and follow-through on tasks.
Ability to multitask while staying the course and following through on priorities.

Why you will love Lean Tech:

Join a powerful tech workforce and help us change the world through technology
Professional development opportunities with international customers
Collaborative work environmentCareer path and mentorship programs that will lead to new levels.

Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. 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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