Junior to Mid IT Service Desk Agent - Remote

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.

In Short

• Serve as the first point of contact for technical assistance.
• Provide tier 1 support for inbound calls and ITSM tickets.
• Create and manage tickets for IT troubleshooting.
• Deliver excellent customer service and ensure timely issue resolution.
• Analyze and prioritize issues based on urgency and impact.
• Document key details for accurate ticket categorization.
• Perform first-line troubleshooting for hardware and software issues.
• Ensure adherence to service level agreements (SLA).
• Utilize knowledge base resources to resolve common issues.
• Maintain clear communication with users regarding ticket status.

Requirements

• 1+ years in a technical support or customer service role preferred.
• Basic understanding of Windows operating systems and Microsoft Office.
• Familiarity with ticketing systems and remote desktop tools.
• Strong communication and active listening skills.
• Customer-focused mindset with a commitment to excellent service.
• Ability to multitask and stay organized in a fast-paced environment.
• High school diploma or equivalent required; technical certifications are a plus.

Benefits

• Join a powerful tech workforce and help change the world through technology.
• Professional development opportunities with international customers.
• Collaborative work environment.
• Career path and mentorship programs.