Support Analyst

Summary

Join our team as a Support Analyst and serve as the vital link between our technical support team and end users. Analyze user requests, provide effective solutions, and ensure exceptional customer service. Work with cross-functional teams to troubleshoot and resolve issues impacting user productivity. Manage the onboarding process for new agents, maintain internal documentation, and assist with scheduling tech trainings. Communicate clearly with staff and new agents in English and Spanish. Track and follow up on support tasks to ensure timely completion. This position offers a competitive salary, an indefinite contract with complete Colombian benefits, and the flexibility of working from home.

Requirements

• 1-3 years of experience in a technical support or IT support analyst role
• Proficiency in troubleshooting software and hardware issues across various platforms
• Experience with ticketing systems and helpdesk management tools
• Strong knowledge of Microsoft Office Suite and common business applications
• At least 2 years of experience in a remote support or virtual assistant role with technical responsibilities
• Familiarity with helpdesk/ticketing systems and common remote support tools
• Proficient in Microsoft 365 tools, including Outlook, Excel, Teams, and OneDrive
• Strong organizational skills and attention to detail
• Ability to work independently and manage multiple priorities
• Excellent written and verbal communication skills in both English and

Responsibilities

• Respond to and resolve Level 1 tech support tickets via our internal helpdesk system
• Troubleshoot common software issues and escalate tickets as needed
• Manage the onboarding process for new agents, including account setup, access provisioning, and orientation support
• Maintain and update onboarding checklists and internal SOP documentation
• Assist with scheduling and coordination for recurring tech trainings or team meetings
• Communicate clearly and professionally with staff and new agents via email, chat, and video calls in both English and Spanish
• Track and follow up on pending support tasks to ensure timely completion

Preferred Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred

Benefits

• Enjoy the flexibility of working from home
• Competitive salary: 6'000.000
• Secure an indefinite contract that offers complete Colombian benefits