Mid Helpdesk Support Specialist

Lean Tech, a Lean Solutions Group Division; Colombia; On-site; COP 28,000,000 - 40,000,000; Full time

Benefits offered by this job

Professional development opportunities

Career path and mentorship program

Collaborative work environment

International clients

Job summary

Lean Tech, a Lean Solutions Group Division, is seeking a Mid Helpdesk Support Specialist in Medellín, Colombia. You will provide Level 1 technical support using Service Cloud, document issues, and collaborate with internal teams to ensure high customer satisfaction.

You will participate in knowledge base development and ongoing training, with opportunities to grow within a dynamic, international team across Latin America, the Philippines, and the United States.

Qualifications

• Associate degree in technology-related field or equivalent experience.
• Experience with Service Cloud (Salesforce preferred) or similar ticketing systems.
• Experience documenting processes and procedures.
• Basic understanding of Windows OS, networking, and troubleshooting techniques.
• Ability to quickly learn new technologies and adapt to a fast-paced environment.
• Prior customer service or technical support experience preferred.

Responsibilities

• Provide Level 1 support via Service Cloud ticketing system and phone, resolving basic technical issues.
• Escalate unresolved issues to Level 2 support while ensuring smooth resolution.
• Document all customer interactions and technical issues in the Service Cloud system.
• Assist in creating and updating knowledge base articles and troubleshooting docs.
• Communicate effectively with internal teams to maintain seamless support delivery.
• Monitor metrics and KPIs to identify improvement opportunities and implement changes.
• Engage in internal training to enhance skills and contribute to team development.

Skills

Communication skills

Adaptability

Team collaboration

Customer-focused mindset

Accountability

Education

Associate degree in technology-related field

Tools

Service Cloud (Salesforce)

Job description

Global Technology Services 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, the Philippines, and the United States, contributing to cutting-edge developments in multiple industries.

Position Title: Mid Helpdesk Support Specialist

Location: Colombia

What you will be doing:

The Helpdesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud (Salesforce). This role is essential in addressing primary technical concerns, with opportunities to elevate more complex issues. Key duties include maintaining accurate documentation, contributing to the knowledge base development, and efficiently supporting customer requirements through effective communication. Collaborating within a dynamic team, this position offers exposure to new technologies and involvement in various projects, enhancing the support framework and processes of the organization.

• Provide Level 1 support via the Service Cloud ticketing system and phone (Salesforce preferred), resolving basic technical issues efficiently.
• Escalate unresolved issues to Level 2 support, ensuring a smooth transition and resolution process.
• Document all customer interactions and technical issues meticulously in the Service Cloud system.
• Assist in the creation and updating of knowledge base articles and troubleshooting documents to improve support resources.
• Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction.
• Monitor key metrics and KPIs to track performance, identifying areas for improvement and implementing relevant strategies.
• Engage in internal training programs to enhance skills and contribute to team development.

Required Skills & Experience

To excel in this role, you should possess:

• An associate degree in a technology-related field or equivalent experience.
• Experience with Service Cloud (Salesforce preferred) or similar ticketing systems.
• Experience documenting processes and procedures.
• Basic understanding of Windows Operating Systems, general networking, and basic troubleshooting techniques.
• Ability to quickly learn new technologies and adapt to a fast-paced environment.
• Prior experience in customer service or technical support is preferred.

Soft Skills:

• Strong communication skills, both written and verbal, are essential for effectively interacting with customers and internal teams, ensuring seamless support delivery and maintaining customer satisfaction.
• Adaptability and a proactive problem-solving attitude enable quick learning of new technologies and swift response to dynamic challenges in a fast-paced environment.
• Team collaboration is crucial, as the role involves working alongside colleagues in joint projects and contributing to the overall team performance through shared knowledge and insights.
• A customer-focused mindset is important, leveraging customer service experience to build relationships and advocate for customer needs, ensuring their feedback is addressed appropriately.
• Takes responsibility and drives projects forward with a strong sense of accountability.

Why you will love GTS:

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