Technical Support Representative L1

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Problem-solving","Customer empathy","Collaboration","Active listening"]

Provide technical customer support for issues involving IoT devices and web applications, acting as the customer’s voice to drive clear, sustainable resolutions. Troubleshoot problems using Windows and Linux knowledge and basic hardware support skills. Communicate complex technical details simply, empathize with diverse users, and collaborate with product, program, marketing, and engineering teams while working in tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.

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FursaFursa
Sutherland
Sutherland
2 days ago

Technical Support Representative L1

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Provide technical customer support for issues involving IoT devices and web applications, acting as the customer’s voice to drive clear, sustainable resolutions. Troubleshoot problems using Windows and Linux knowledge and basic hardware support skills. Communicate complex technical details simply, empathize with diverse users, and collaborate with product, program, marketing, and engineering teams while working in tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide technical support by communicating complex information clearly and simplifying it for customers.
  • •Troubleshoot and resolve issues related to IoT devices and web applications, using a proactive problem-solving approach.
  • •Understand and empathize with customers across a wide range of personality types to improve the support experience.
  • •Collaborate with product, program, marketing, and engineering teams to drive resolutions.
  • •Act as the customer voice by identifying needs and defining and implementing innovative solutions.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeavePaid Referral

Key Requirements

  • •Advanced English level (B2 or higher), both verbal and written.
  • •Bachelor’s degree or studies in Technology, or equivalent technical support experience.
  • •Understanding of supporting and using Windows and Linux operating systems.
  • •Basic troubleshooting knowledge for IoT and various hardware devices, including custom hardware and standard PCs.
  • •Working knowledge of technical support tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.
Education:Bachelor's in Technology
Skills:CommunicationProblem-solvingCustomer empathyCollaborationActive listening
Languages:English
Tech Stack:ZendeskJiraConfluenceSalesforceServiceNowWindowsLinuxIoTWeb applications

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor