truelogic - Service Desk Analyst (Remote Colombia) - Global Services
Requirements
• Relevant Experience: Minimum 1 year of experience in an IT Service Desk, Help Desk, or technical support role within a fully remote environment. • Customer Service Background: At least 1 year of professional customer service experience, with a proven ability to handle user inquiries with empathy and patience. • Bilingual Proficiency: Fully fluent/advanced in both English and Spanish (written and spoken) to assist diverse users across regions. • Technical & Troubleshooting Skills: Solid practical knowledge in remote troubleshooting (hardware, peripherals, OS, and software) and thorough ticket documentation. • Remote Work Readiness: A dedicated, distraction-free home office setup with a reliable, high-speed internet connection suitable for VoIP calls and video conferencing.
Responsibilities
• Remote Omnichannel Technical Support: Diagnose and resolve technical issues involving laptops, desktops, mobile devices, printers, and client applications via phone, email, and chat. • First-Contact Resolution: Deliver prompt L1 support for everyday IT requests, including password resets, account access, and user "how-to" questions. • Ticket Lifecycle Management: Accurately log, prioritize (by impact and urgency), track, and close support tickets adhering to established standard operating procedures (SOPs). • Detailed Ticket Escalation: Route complex or unresolved technical issues to higher-tier engineering teams with clear, comprehensive documentation and troubleshooting notes. • Customer Service & Empathy: Provide exceptional, customer-focused support to ensure high user satisfaction while maintaining professionalism under pressure. • Performance & SLA Adherence: Consistently meet and exceed individual and team KPIs, service desk SLAs, and quality standards in a fast-paced remote setting.
Benefits
• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection. • Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings. • Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed. • Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock. • Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies. • A Culture That Values You: We prioritize well-being and work-life balance, offering engagement activities and fostering dynamic teams to ensure you thrive both personally and professionally. • Diverse, Global Network: Connect with over 600 professionals in 25+ countries, expand your network, and collaborate with a multicultural team from Latin America. • Team Up with Skilled Professionals: Join forces with senior talent. All of our team members are seasoned experts, ensuring you're working with the best in your field.
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