HelpDesk Support Specialist Tier 1
Description
Company Overview:
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 Tech Support Tier 1 to join our team. Here are the challenges that our next warrior will face and the requirements we look for:
Position Title: Tech Support Tier 1
Location: Remote - LATAM
What you will be doing:
We are seeking a detail-oriented and proactive Tier 1 Technical Support Specialist to join our Enterprise Applications team. This role focuses exclusively on providing first-level support for critical business applications, rather than traditional IT or hardware support. You will handle support tickets, perform initial troubleshooting, escalate complex issues, and contribute to internal documentation efforts.
- Provide Tier 1 support for enterprise software tools including:
- Salesforce
- Five9 (Telephony)
- Origami Risk (Claims Management)
- Nexus (Audit)
- Monitor and respond to tickets submitted via JIRA.
- Troubleshoot user issues and provide timely, high-quality resolutions or escalate to Tier 2 when necessary.
- Create and maintain internal documentation, including self-service user guides and FAQs.
- Collaborate with a cross-functional team including Tier 2 Support, Developers, and a soon-to-be-hired Business Analyst.
Required Skills & Experience:
- 3+ years of experience providing technical support for SaaS applications.
- Exposure to Salesforce, Five9, Origami Risk, or Nexus.
- Familiarity with support ticketing systems (preferably JIRA).
- Excellent communication and collaboration abilities.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Experience supporting users in enterprise environments.
- Basic familiarity with tools like DocuSign (low volume support only).
Soft Skills:
- Strong interpersonal and communication skills.
- Customer service skills, written and spoken.
- Adaptability and patience.
- Strong problem-solving skills, with the ability to quickly resolve issues as they arise.
- Curiosity – motivated to understand how applications and business processes work.
- Critical Thinking – not just executing tasks but actively analyzing and learning.
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.