Hybrid IT Service Desk Agent - Fast, First-Contact Support

CTG LATAM S.A.S; Bogotá; Hybrid; COP 24,000,000 - 40,000,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

CTG LATAM S.A.S in Bogotá seeks an IT Technical Support Agent to provide first-line support via phone, email, or chat and ensure rapid, effective resolution of tickets. The role emphasizes meticulous documentation, strong problem-solving, and delivering exceptional customer service.

The ideal candidate holds an Associate degree in computer science and at least two years in a helpdesk environment, with proficient troubleshooting and English at C1 level.

Qualifications

• Associate degree in computer science or equivalent experience.
• Minimum 2 years of experience in a Helpdesk environment.
• Proficient troubleshooting and problem-solving skills.
• Experience with creation of support service tickets and web-based ticketing systems.
• Knowledgeable in PC computing, network connectivity, system administration, application support, and operating systems.
• At least a B2+ level of English proficiency.

Responsibilities

• Act as the telephone first point of contact for the customer according to quality and communication procedures to ensure high levels of customer satisfaction (first time right, first line resolution).
• Take responsibility for customer contact in ticket priority scenarios under leadership of functional managers.
• Ensure the most suitable solution is suggested quickly with an up-to-date knowledge base.
• Update and maintain professional knowledge and technical skills.
• Process and manage customer data to keep current customer files.
• Perform administrative actions to support processing of technical requests.
• Identify bottlenecks and provide improvement points.
• Take ownership to ensure timely follow-up of all requests and inform the customer.
• Create an excellent customer experience during every contact.

Skills

Troubleshooting

Customer support

Documentation

Phone/email/chat support

Education

Associate degree in computer science

Tools

Ticketing system

Job description

CTG LATAM S.A.S in Bogotá seeks an IT Technical Support Agent to provide first-line support via phone, email, or chat and ensure rapid, effective resolution of tickets. The role emphasizes meticulous documentation, strong problem-solving, and delivering exceptional customer service.

The ideal candidate holds an Associate degree in computer science and at least two years in a helpdesk environment, with proficient troubleshooting and English at C1 level.