Technical Support Representative L1

We are seeking a highly motivated Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, resolving issues related to IoT devices and web applications. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively to drive resolutions.

Your main tasks

• Communicate complex information in a simplified and clear manner.
• Be able to demonstrate curiosity and a proactive problem-solving mindset to implement sustainable solutions.
• Understand and empathize with customers when interacting with a wide range of different personality types.
• Collaborate with product, program, marketing and engineering teams.
• Act as costumer voice and define and implement innovative solutions.
• Provide outstanding customer support using tools such as Zendesk, Jira, Confluence Salesforce
• Advanced English level. Both verbal and written (B2 or higher)
• Full time availability
• Availability to work  Onsite (Bogotá – Torre Krystal)  in a fast-paced environment.
• Bachelor’s degree or studies in Technology or equivalent experience in technical support is a  MUST
• Understanding of supporting and using Windows and Linux operating systems
• Understanding and basic troubleshooting for IoT, various hardware devices including custom hardware, standard PCs
• Basic Knowledge on technical support using tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow.
• Excellent communication skills: verbal, written, listening
• Understand and empathize with customers when interacting with a wide range of different personality types.
• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts. 
• Annual merit increase based on performance. 
• Paid Training whether onsite or in work at home. 
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented. 
• Excellent training and supervisory support - to help you feel comfortable servicing our customers. 
• Competitive Salary with attractive and attainable PBI structure. 
• Paid vacation and sick leave annually. 
• Exceptional Health and Life Insurance Plan 
• Paid referral program 
• Career development & growth opportunities for advancement. 
• Excellent Reward and recognition programs.