Customer Licensing support

Job Description

Your role

As a Bilingual Technical Support Engineer, you will be the vital link between our clients and our technical solutions, providing exceptional customer service while solving complex technical issues. You'll work in a dynamic environment where your bilingual skills and technical expertise will be highly valued.

In this role you will play a key role in:

• Providing first and second-level technical support to clients in both English and Spanish, troubleshooting hardware, software, and network issues
• Documenting support activities, maintaining detailed records of issues and resolutions in our ticketing system
• Collaborating with cross-functional teams to escalate and resolve complex technical problems
• Identifying recurring issues and contributing to the development of knowledge base articles and support documentation
• Maintaining and improving customer satisfaction through professional, timely, and effective communication
  
  

Your profile

• 1-4 years of experience in a technical support role preferred (entry-level candidates with strong technical aptitude are also encouraged to apply or internship experience is valid)
• Advanced professional English language skills, with fluency in both written and verbal communication
• Technical knowledge in networking, hardware, and software troubleshooting
• Customer-oriented mindset with strong problem-solving abilities
• Availability to hybrid model in Bogota (2 or 3 days per week) M-F
  
  

What You'll Love About Working Here

• Empowering environment: Autonomy and Goal setting are among the top scores with 8.4+ ratings in our monthly employee feedback Pulse.
• Continuous feedback: We take human-centric approach to foster growth and performance. Our performance management tool GetSuccess enables continuous feedback, quarterly check-ins with managers, and ongoing performance discussions.
• Free access to learning platforms: Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.
• Digital campuses and academy: Our engineering academy offers more than 60,000 hours of training, as also our digital campus on GenAI, data or sustainability, support digital learning in the flow of work from awareness to expert certifications.
• Career acceleration programs: From associate to leaders and beyond, get support in your career at every stage with award-winning programs such as our leadership development program, Connected Manager, to accelerate your growth and develop your expertise.
  
  

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Develops competency in own area of expertise. Shares expertise and provides guidance and support to others. Interprets clients needs. Completes own role independently or with minimum supervision. Identifies problems and relevant issues in straight forward situations and generates solutions. Contributes in teamwork and interacts with customers.