Technical Support Representative

Summary

Join One Sutherland as a Technical Support Representative and provide prompt, professional technical support to administrators, teachers, and caregivers using our Schools products. Diagnose and troubleshoot application functionality, device compatibility, and basic networking issues. Assist users with device setup and configuration, ensuring product requirements are met. Identify, analyze, and resolve technical problems using appropriate troubleshooting techniques. Document and track support interactions through Zendesk. Collaborate with the development team to report bugs and suggest improvements. Maintain extensive product knowledge, including new features and updates. This work-at-home position is based in Colombia.

Requirements

• Proven experience as a Technical Support Representative or similar role, preferable in an education technology environment
• Strong knowledge of troubleshooting, device configuration and basic networking concepts
• Proficiency in using Zendesk and remote support tools
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner
• Strong problem-solving skills and the ability to work under pressure to meet deadlines
• Familiarity with various operating systems (Windows, macOS, iOS, Android, etc.) and web browsers
• Patience, empathy, and a positive attitude when dealing with users of varying technical proficiency
• Ability to work independently and as part of a team with a fast-paced environment

Responsibilities

• Provide prompt and professional technical support to administrators, teachers, and caregivers, using our Schools products
• Diagnose and troubleshoot issues related to application functionality, device compatibility, and basic networking
• Assist users with setting up and configuring devices, ensuring they meet all necessary requirements for our products
• Identify, analyze, and resolve technical problems by employing appropriate troubleshooting techniques
• Documents and track all support interactions, including issues reported and resolutions provided through Zendesk
• Collaborate with the development team to report bugs, suggest improvements, and ensure timely resolution for issues
• Develop and maintain extensive knowledge for all our products, including new features and updates

Benefits

• This is a work at home position in Colombia
• Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies