Remote 24/7 1st Line Support Engineer

Openprovider; Sur; A distancia; COP 55.935.000 - 74.580.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% Remote Work

31 PTO days + 5 holidays

Global team culture

Learning & Growth Opportunities

ISO 27001-certified organization

Descripción de la vacante

Openprovider, a fully remote ICANN‑accredited domain registrar, is seeking a customer technical support specialist to join a global team. This role involves 24/7 shifts across nights and weekends, assisting customers via phone, chat, and tickets, and building knowledge base resources.

Ideal candidates have 1–2 years in support, fluent English and Spanish, and strong communication skills. You will learn about SSL, domains, Plesk licenses, and SpamExperts while collaborating with teams worldwide.

Formación

• Bachelor’s degree in Information Technology or a related IT field.
• 1–2 years of experience in Customer Technical Support.
• Fluent English and Spanish.
• Excellent written and spoken communication skills.
• Proactive, polite, and empathetic in interactions with peers and customers.
• Able to express thoughts clearly with strong grammatical accuracy.
• Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.
• Capable of explaining complex technical topics in simple, accessible language.
• Able to work autonomously without direct supervision.
• Enthusiastic and eager to continuously learn new skills and technologies.
• Great team player with a good sense of humour.
• Understanding of mail servers, filters, SpamExperts/Spam handling.
• Basic API literacy and understanding of request flows.
• Comfortable attending team meetings and company events when available.
• Practical knowledge of Excel and MS Office tools.
• Able to maintain focus while working in a remote‑first environment.

Responsabilidades

• Work in rotational shifts to provide 24/7 support to customers.
• Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system.
• Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.
• Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and SpamExperts.
• Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers.
• Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services.
• Analyzing day‑to‑day operations and processes within the department to generate ideas on manual work automation and processes improvement.
• Actively learning, on your own and with the team, about our products, technologies, and tools.
• Taking care of abuse request and enduser queue.

Conocimientos

Customer support experience

English fluency

Spanish fluency

Communication skills

Autonomy

Learning mindset

Team player

Grammatical accuracy

Knowledge documentation

API basics

Excel/MS Office

Remote collaboration

Educación

Bachelor’s degree in Information Technology or related IT field

Herramientas

Plesk

SpamExperts

MS Office

Excel

Descripción del empleo

Openprovider, a fully remote ICANN‑accredited domain registrar, is seeking a customer technical support specialist to join a global team. This role involves 24/7 shifts across nights and weekends, assisting customers via phone, chat, and tickets, and building knowledge base resources.

Ideal candidates have 1–2 years in support, fluent English and Spanish, and strong communication skills. You will learn about SSL, domains, Plesk licenses, and SpamExperts while collaborating with teams worldwide.