Support Analyst [Aplicar en 3 Minutos]...

Senior IT Talent Acquisition at CBTW Latam

What we do

We are a global tech solutions company that believes Collaboration Betters The World.

Leveraging strategy, technology, and design, we partner with organizations worldwide to offer comprehensive solutions from idea conception to product realization. We work with people around the globe to advise, build, run, and support the creation of products with purpose.

What We Are Looking For

We are seeking a motivated and skilled Level 1 Support Analyst to be the first point of contact for our employees' technical support needs. The ideal candidate is a natural problem-solver with excellent communication skills and a passion for helping others. You will be responsible for diagnosing and resolving a wide range of hardware, software, and network issues, ensuring our team can work efficiently and effectively.

Key Responsibilities :

• Serve as the primary point of contact for IT support requests received via phone, email, and our ticketing system.
• Provide timely and effective first-level support for issues related to a fintech technology platform, including file processing, application monitoring alerts, and general customer issues.
• Log, prioritize, and manage all incidents and service requests in our IT service management platform (e.g., Zendesk, Jira Service Management, ServiceNow).
• Perform basic troubleshooting for common operating systems (e.g., Windows 10 / 11, macOS) and standard office software (e.g., Microsoft 365 Suite).
• Escalate complex or unresolved issues to Level 2 support teams with clear and detailed documentation.
• Assist with user account management, including password resets and permission assignments.
• Guide users through step-by-step solutions and create easy-to-understand documentation and knowledge base articles.
• Maintain a high level of professionalism and customer satisfaction in all interactions.

Required Skills and Qualifications :

Preferred Qualifications :

We offer

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting

Location : Bogota, D.C., Capital District, Colombia

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