Remote L1 Support Engineer - Colombia

Bridge; Colombia; Remote; COP 24,000,000 - 40,000,000; Full time

Job summary

Bridge is seeking a Technical Support Representative to assist end users and administrators with product usage, troubleshooting, and guidance across the Bridge platform. You will respond via phone, web, and email, resolve issues, and escalate complex problems to Tier 2 while maintaining clear communication from initiation to resolution.

Please note that shift patterns will run 8am-4pm COT (Colombia Time). This remote role emphasizes friendly, efficient service, thorough ticket documentation, and

Qualifications

• High School diploma required.
• Ability to think quickly, communicate positively, work proactively, and readily embrace change.

Responsibilities

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and end-users.
• Validate and clarify the issue reported.
• Answer how-to questions.
• Fix end-user issues that are resolvable through the Bridge user interface.
• Replicate, troubleshoot, and describe simple bugs.
• Keep thorough, clear, and complete records in the ticketing system of all actions taken.
• Escalate tickets not resolvable at the L1 level to the L2 Support team.
• Be friendly, efficient, and dependable, and always provide timely updates to users.
• When assigned, create documentation of Support processes.
• Perform other duties as assigned by supervisor.

Skills

Technical troubleshooting

Self-directed work

Agile environment

Client handling

Written and verbal communication

Education

High School diploma

Job description

Bridge is seeking a Technical Support Representative to assist end users and administrators with product usage, troubleshooting, and guidance across the Bridge platform. You will respond via phone, web, and email, resolve issues, and escalate complex problems to Tier 2 while maintaining clear communication from initiation to resolution.

Please note that shift patterns will run 8am-4pm COT (Colombia Time). This remote role emphasizes friendly, efficient service, thorough ticket documentation, and