Job Description Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries. Currently, we are seeking a Jr+ Helpdesk Support Specialist with a strong English level to join our team. Here are the challenges that our next warrior will face and the requirements we look for: What you will be doing: Efficiently triaged all help desk tickets, providing in-depth analysis and troubleshooting, escalating to Tier 2 where necessary.- Collaborate in a team-based environment, focusing on diagnosing, troubleshooting, and addressing users’ open issues.- Provide exceptional technical support via phone or other interactive channels to a broad user base using our suite of products.- Manage the full cycle of customer support resolutions.- Show a proactive approach within customer support and assist in optimizing systems.- Ensure that all customer correspondence is logged/documented in the ticketing system.- Should have an understanding of how events impact customers’ systems or internal platforms.- Contribute to the creation of knowledge base/troubleshooting documents for teams and customers.- Adhere strictly to all department and company policies and procedures, including core values.- Available to participate in after-hours support rotation for internal and external systems. Requirements & QualificationsMinimum of 1-2 years of experience in Information Technology.- Previous software support experience within a Helpdesk environment- College degree in a Technology-related field or similar relevant experience.- Prior experience with Windows Operating Systems.- Proven experience with Fresh Service Ticketing systems or similar.- Experience with Microsoft Office 365 packages like Outlook, OneDrive, OneNote, SharePoint, etc.- Expertise with Microsoft Excel- Proven knowledge or experience with Network/Software troubleshooting.- PC General Troubleshooting.- Familiarity with printers/copiers to troubleshoot common issues.- Proven ability to work independently and contribute within a team setting.- Proven ability to manage demands with internal customers. Soft SkillsSelf-motivated, highly organized, wants to make an impact- Ability to work remotely and communicate daily with manager and Team- Dependable, reliable, transparent, and flexible.- Exceptional problem-resolution abilities- Ability to multitask while staying the course and following through on priorities- Sense of urgency and follow-through on tasks- Excellent written and verbal communication skills- High emotional intelligence and empathy for the customer- Ability to interface and collaborate with a broad set of people and job titles, from external clients to internal stakeholders. Why you will love Lean Tech: Join a powerful tech workforce and help us change the world through technology Professional development opportunities with international customers Collaborative work environment Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.