L1 Support Engineer (Bridge) - Remote Colombia

About the role

The Bridge Technical Support team provides technical assistance to end users of Bridge and related products in its platform ecosystem. This L1 Support Engineer position is fully remote, based in Colombia, and covers the 8am-4pm Colombia Time shift. Support Representatives help end users, learning management system administrators and corporate clients with troubleshooting and guidance by phone, web-based tools and email, and act as a liaison between customers and Tier 2 Support during escalations.

Key responsibilities

• Handle work tickets via the web-based ticketing system, by phone or live chat from admins, faculty, staff and end users
• Validate and clarify reported issues, answer how-to questions and fix issues solvable through the Bridge interface
• Replicate, troubleshoot and describe simple bugs, and keep complete records of actions taken in the ticketing system
• Escalate unresolved tickets to the L2 Support team and keep users updated
• Create documentation of support processes when assigned, and perform other duties as requested by the supervisor

Required profile

• High school diploma (preferred)
• Ability to work remotely, manage tasks and priorities, and work independently
• Ability to collaborate in a remote environment and to sit for extended periods
• Professionalism with clients and strong written and verbal communication

Required skills

• Technical, troubleshooting and analytical skills
• Ability to function in a self-directed, fast-paced, agile environment
• Quick thinking, proactive approach and positive communication