Technical Support Engineer L1

Location: Onsite in Bogotá, Colombia, at Torre Krystal.

Company

Technology and business process services focused on artificial intelligence, automation, cloud engineering, advanced analytics, and digital transformation.

What you will do

• Provide first-level technical support to customers, drivers, administrators, and internal stakeholders.
• Serve as the primary contact for hardware, software, connectivity, video telematics, and platform-related issues.
• Diagnose problems and resolve issues within defined procedures.
• Document customer interactions and escalate complex cases when necessary.
• Maintain a high-quality customer experience while managing multiple priorities in a fast-paced environment.

Requirements

• Advanced English, B2 or higher, in both verbal and written communication.
• Full-time availability and availability to work onsite in Bogotá at Torre Krystal.
• At least 1 year of experience in Technical Support, Help Desk, Service Desk, Customer Support, or IT Support.
• Basic knowledge of technical support tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.
• Excellent verbal, written, and listening communication skills.
• Ability to understand and empathize with customers with a wide range of personality types.

Culture & Benefits

• Paid training, available onsite or while working from home.
• Paid annual vacation and sick leave.
• Health and life insurance plan.
• Performance-based annual merit increases and competitive compensation with incentives, overtime, shift differentials, and a PBI structure.
• Training, supervisory support, career development, advancement opportunities, and reward and recognition programs.
• Corporate and retail partner discounts and a paid referral program.