Tier 1 technical support agent

About the Role
We are looking for a proactive and customer-focused Tier 1 Support Agent to join our team. In this role, you will be the first point of contact for end users, assisting with basic technical issues, product inquiries, and troubleshooting requests. The ideal candidate is empathetic, organized, and able to communicate clearly while delivering excellent customer service.

Key Responsibilities
Provide first-level support via chat, email, and/or phone.
Troubleshoot basic technical issues and escalate complex problems to Tier 2 or relevant teams.
Document all customer interactions and resolutions in the support system.
Guide users through product features, settings, and common troubleshooting steps.
Follow standard operating procedures and maintain quality service standards.
Monitor open tickets and ensure timely follow-up until resolution.
Collaborate with other support teams to improve processes and user experience.
Stay updated with product knowledge and changes.

Requirements
Previous experience in customer support or a similar role.
Strong communication skills in English (both written and verbal).
Basic understanding of technical troubleshooting and support workflows.
Ability to follow procedures and work with ticketing systems (Zendesk, Freshdesk, or similar is a plus).
Strong problem-solving abilities and attention to detail.
Customer-oriented mindset with patience and empathy.
Ability to work in shifts if required by the client.

What We Offer
Competitive salary based on experience.
Opportunity to work with international clients and gain global exposure.
Professional development and training programs.
Supportive and collaborative work environment.
Long-term career growth within Outsorcy.
Paid time off and additional company benefits.

Why Join Outsorcy?
Work with innovative U.S. companies and cutting-edge industries.
Be part of a growing organization that values your professional and personal development.
Access to continuous learning, mentorship, and upskilling opportunities.
Join a culture built on integrity, teamwork, and excellence.
Build a global career without leaving Colombia.

Profesional Junior

Tecnológica

Administración de empresas

4 años de experiencia

1 Vacante