Technical support analyst - level 1

Descripción del cargo

About the Company

Outsorcy connects top talent in Colombia and Latin America with innovative and fast-growing companies in the United States. We specialize in building high-quality remote teams for technology, SaaS, and service-based companies, offering professionals the opportunity to work on global projects while growing their careers locally.

At Outsorcy, we value collaboration, continuous learning, and a people-first culture. Our teams support international clients who rely on efficient, customer-focused technical support to deliver excellent user experiences.

About the Role

We are seeking a Tier 1 Technical Support Agent to join an international support team. In this role, you will be the first point of contact for users experiencing technical issues, providing timely, friendly, and effective assistance.

This is an excellent opportunity for professionals starting or growing their careers in IT support, customer support, or help desk operations, with exposure to modern tools, global clients, and structured escalation processes.

Key Responsibilities

Act as the first-level technical support contact for users via chat, email, or phone.
Diagnose and resolve basic hardware, software, network, and application issues.
Follow troubleshooting scripts and documented procedures.
Escalate complex issues to Tier 2 or Tier 3 teams when required.
Log, track, and update incidents in the ticketing system.
Provide clear and professional communication to users throughout the resolution process.
Ensure compliance with SLAs and internal support standards.
Contribute to knowledge base documentation and FAQs.
Deliver a positive customer support experience at all times.

Requirements

Previous experience in technical support, help desk, or customer support is a plus.
Basic knowledge of operating systems (Windows, macOS) and common applications.
Familiarity with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira, etc.).
Strong communication and customer service skills.
Ability to follow processes and escalate issues appropriately.
Good problem-solving and multitasking abilities.
English proficiency (written and spoken).

Nice to Have

IT-related education or certifications (IT Support, CompTIA A+, etc.).
Experience supporting SaaS or cloud-based applications.
Familiarity with remote support tools.
Experience working with international customers.

What We Offer

Competitive salary and stable, full-time employment.
Opportunity to work with U.S.-based clients and international teams.
Remote or hybrid work options (depending on the client).
Career growth opportunities into Tier 2, Tier 3, or specialized IT roles.
Training, mentoring, and professional development support.
Supportive and collaborative work environment.