Associate – Technical Support Specialist

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 1-3 yearsEducation: high_schoolSkills: ["Customer communication","Technical escalation management"]

Provide advanced technical support for escalated customer issues, diagnosing and resolving hardware, software, and Windows operating system problems. Support frontline teams with technical guidance, ensure accurate and timely case resolution, and document troubleshooting activities in a CRM (preferably Microsoft Dynamics). Use root-cause analysis to identify recurring issues, contribute to knowledge base content, and manage priorities to meet SLA requirements.

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FursaFursa
Sutherland
Sutherland
1 day ago

Associate – Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 3 days ago

Job Summary

Provide advanced technical support for escalated customer issues, diagnosing and resolving hardware, software, and Windows operating system problems. Support frontline teams with technical guidance, ensure accurate and timely case resolution, and document troubleshooting activities in a CRM (preferably Microsoft Dynamics). Use root-cause analysis to identify recurring issues, contribute to knowledge base content, and manage priorities to meet SLA requirements.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Troubleshoot and resolve complex hardware and software issues.
  • •Support escalated customer cases and provide technical guidance to frontline teams.
  • •Document cases, troubleshooting activities, and resolutions in the CRM system.
  • •Collaborate with internal teams to achieve timely incident resolution.
  • •Identify recurring issues, contribute to knowledge base articles, and prioritize work to meet SLA requirements.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeaveCommuter BenefitsMeal AllowanceMedical Suite

Key Requirements

  • •High School Diploma required.
  • •1-3 years of experience in technical support, service desk, or IT services.
  • •Experience supporting PC hardware, peripherals, Windows OS, and Microsoft applications.
  • •Experience using CRM tools, preferably Microsoft Dynamics.
  • •Spanish required; English proficiency (A2 or higher) required.
Experience:1-3 years
Education:High School
Skills:Customer communicationTechnical escalation management
Certifications:CompTIA A+
Languages:SpanishEnglish
Tech Stack:Windows OSMicrosoft applicationsPC hardwareCRMMicrosoft DynamicsCommand-line toolsNetworking

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
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