Technical Support Engineer L1
Descripción del puesto
The Technical Support Engineer is responsible for providing first-level technical support to customers, drivers, administrators, and internal stakeholders. This role serves as the primary point of contact for troubleshooting hardware, software, connectivity, video telematics, and platform-related issues. The TSE I will diagnose problems, resolve issues within defined procedures, document interactions, and escalate complex cases when necessary while ensuring a high-quality customer experience.
The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a passion for technology. This position requires the ability to work in a fast-paced environment, manage multiple priorities, and communicate effectively with both technical and non-technical users.
- Advanced English level. Both verbal and written (B2 or higher)
- Full time availability
- Availability to work Onsite (Bogotá – Torre Krystal) in a fast-paced environment.
- 1+ year of experience in a Technical Support, Help Desk, Service Desk, Customer Support, or IT Support role.
- Basic Knowledge on technical support using tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow.
- Excellent communication
skills
- verbal, written, listening
- Understand and empathize with customers when interacting with a wide range of different personality types.
- Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
- Annual merit increase based on performance.
- Paid Training whether onsite or in work at home.
- Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
- Excellent training and supervisory support - to help you feel comfortable servicing our customers.
- Competitive Salary with attractive and attainable PBI structure.
- Paid vacation and sick leave annually.
- Exceptional Health and Life Insurance Plan
- Paid referral program
- Career development & growth opportunities for advancement.
- Excellent Reward and recognition programs.
Habilidades mencionadas
At Sutherland, the journey began in 1986 with a singular vision: to be an indispensable partner in our clients' pursuit of excellence. This ethos continues to be the bedrock of our operations. We are an experience-led digital transformation company, dedicated to engineering exceptionally crafted experiences for both customers and employees – experiences that not only meet today's demands but continue to delight tomorrow. Our culture is deeply rooted in a commitment to our clients and to one another, a concept we affectionately call 'One Sutherland.' This signifies a globally unified team, operationally effective and culturally meshed, all driving towards common goals. The core values that steer our every endeavor are agility, innovative 'outside-the-box' thinking, unwavering integrity, and the flawless execution of strategies. These aren't just words on a page; they are the pillars upon which we've built a company that consistently delivers measurable outcomes and accelerates growth for the iconic brands we serve worldwide. For over three decades, Sutherland has been at the forefront of process transformation, helping businesses rethink and rebuild their operations for the digital age. We achieve this by masterfully blending the speed and insight of human-centered design thinking with the scale and precision of real-time analytics, artificial intelligence, cognitive technology, and automation. Our mission extends beyond mere cost reduction; it's about holistically enhancing business performance across various critical processes, including revenue generation, cash flow optimization, and capital utilization. Maximizing customer satisfaction and bolstering our clients' overall competitive edge are paramount. We pride ourselves on a global footprint, with a presence in numerous delivery centers, serving customers across many countries. This global reach, combined with our deep domain expertise and cutting-edge technology, allows us to tailor proven, rapid solutions to fit the unique DNA of each client. Our corporate social responsibility strategy is also integral to our identity, focusing on community upliftment through education and technology, fostering an inclusive and ethical workplace, and promoting environmental sustainability. It's about unlocking new possibilities, forging transformative outcomes, and building enduring relationships.
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