Senior Technical Support Advisor - Complex Platform Help

Keen; Bogotá; On-site; COP 40,000,000 - 60,000,000; Full time

Benefits offered by this job

Medical Allowance

Attendance & Timeliness Bonus

Transport Allowance

Monthly Performance Bonus

Professional development budget

Job summary

Keen in Bogotá invites an experienced Senior Customer Support Advisor (English Speaking) to join our in-office team. You will troubleshoot complex software and hardware platforms, manage multiple conversations, and ensure high CSAT in a fast-paced, data-driven environment.

The role requires 2–4+ years in customer support, strong English, and the ability to work evenings or overnights as needed. Competitive compensation with performance bonuses and benefits.

Qualifications

• 2–4+ years of experience in customer support, help desk, or technical support.
• Experience supporting software platforms, web applications, or business systems.
• Comfortable troubleshooting edge case technical issues and explaining solutions clearly.
• Strong written and spoken English (C1 level or higher) and pass an English typing speed test of 40+ WPM.
• Ability to manage multiple customer interactions while maintaining accuracy and attention to detail.
• Calm under pressure with strong problem-solving and communication skills.
• Reliable and punctual, with a history of professional attendance and accountability.
• Able to receive feedback, follow structured processes, and operate within defined service standards.
• Proven history of working evening or overnight shifts.

Responsibilities

• Handle inbound customer support across phone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once.
• Troubleshoot and resolve issues related to orders, payments, platform workflows, integrations, and connected hardware devices used by business customers.
• Investigate and diagnose issues within web applications, dashboards, and third‑party integrations, escalating bugs or system issues with clear documentation.
• Guide customers through technical troubleshooting steps, including configuration, connectivity, and platform functionality.
• Maintain strong operational metrics including response times, resolution times, CSAT (target 90%+), and documentation quality.
• Maintain consistent in-office attendance and punctuality, ensuring adherance for scheduled shifts.
• Follow internal support processes to log tickets, update case notes, and track resolution progress across multiple systems.
• Escalate high-risk or complex issues with clear context, investigation notes, and recommended next steps.

Skills

Customer support

Technical troubleshooting

English proficiency

Multitasking

Communication

Job description

Keen in Bogotá invites an experienced Senior Customer Support Advisor (English Speaking) to join our in-office team. You will troubleshoot complex software and hardware platforms, manage multiple conversations, and ensure high CSAT in a fast-paced, data-driven environment.

The role requires 2–4+ years in customer support, strong English, and the ability to work evenings or overnights as needed. Competitive compensation with performance bonuses and benefits.