EndereçoLean Tech is afast-growing company located in Medellín, Colombia. We currently have one of the most prominent networks within the entertainment, financial,and logistics industries. Our corporate projections represent hundreds of opportunities for our professionals to grow and boost their careers. Working with us means collaborating with large engineering teams across Latin America and the United States.
We are currently looking for an experienced, dynamic, and highly motivated Jr+ HelpDesk Support Specialist
Your Duties as a Lean Tech Warrior:
- Efficiently handle escalated tickets from Tier 1, providing in-depth analysis and troubleshooting.
- Collaborate in a team-based environment, focusing on diagnosing, troubleshooting, and addressing customers’ open issues.
- Provide exceptional technical support via phone or other interactive channels to a broad customer base using our suite of products.
- Manage the full cycle of customer support resolutions.
- Show a proactive approach within customer support and assist in optimizing systems.
- Ensuring that all customer correspondence is logged/document in the Service Cloud ticketing system.
- Should have an understanding of how events impact customers’ systems or internal platforms.
- Contribute to the creation of knowledge base/troubleshooting documents for teams and customers.
- Adhere strictly to all department and company policies and procedures, including core values.
- Available to participate in after-hours support rotation for internal and external systems.
Why We’ll Love You:
- Minimum of 2 years of experience in Information Technology.
- College degree in a Technology-related field or similar relevant experience.
- Prior experience with Windows Operating Systems.
- Proven experience in Salesforce ticketing system.
- Previous experience with administrating customer servers.
- Remote Tool: Knowledge or experience with Bomgar.
- Understanding of Windows Server in general.
- Basic understanding of SQL.
- Experience with Suite Office 365 packages like OneDrive, OneNote, and SharePoint.
- Proven knowledge or experience with Network/Software troubleshooting.
- Proven ability to work independently and contribute within a team setting.
- Proven ability to manage demands with internal and external customers.
- Excellent written and verbal communication skills.
- Ability to thrive in a fast-paced, high-volume demanding, dynamic work culture.
- Previous software support experience within a Helpdesk environment
- Self-motivated, highly organized, wants to make an impact
- Ability to work remote and communicate daily with manager and Team
- Dependable, reliable, transparent, and flexible.
- Exceptional problem-resolution abilities
- Ability to multitask while staying the course and following through on priorities
- Sense of urgency and follow-through on tasks
- Excellent written and verbal communication skills
- High emotional intelligence and empathy for the customer
- Ability to interface and collaborate with a broad set of people and job titles, from external clients to internal stakeholders.
We are more than a company; we are warriors working daily to change the world through technology.
