L1 HelpDesk Support Specialist
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AI Summary
Provide Level 1 technical support for a SaaS-based TMS platform via ticketing systems, email, and phone. Manage, document, and escalate technical issues while ensuring timely communication with customers.
Company Overview:
Global Technology Solutions 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.
We are looking for a highly motivated and customer-focused Help Desk Support Specialist (Level 1) to provide entry-level technical support for a cloud-based Transportation Management System. This individual will act as the first line of contact for client issues, handling initial troubleshooting, logging tickets, and escalating complex issues to the appropriate team.
Position Title: L1 HelpDesk Support Specialist
Location: Remote - LATAM
What you will be doing:
- Provide Level 1 technical support via ticketing system, email, or phone to users of the SaaS-based TMS platform.
- Log, categorize, and escalate technical issues following internal support procedures.
- Assist customers with basic system navigation, common errors, and general functionality.
- Monitor open support requests and ensure timely communication and follow-ups.
- Document all interactions and troubleshooting steps in the internal knowledge base.
- Work closely with Level 2 support and product teams to escalate recurring issues.
- Participate in scheduled training sessions and continuous learning, especially around Salesforce and Revenova platforms.
- Maintain a strong customer-first attitude, ensuring excellent support experiences.
Required Skills & Experience:
- 1–2 years of IT support or help desk experience.
- Preious experience with Salesforce CRM or similar platforms.
- Willingness to learn Revenova and industry-specific tools (training provided).
- Exposure to Windows operating systems and basic technical troubleshooting.
- Strong communication skills in English (B2 or above), both written and verbal.
- Ability to work independently and collaboratively in a fast-paced environment.
- Experience working with ticketing systems or service platforms.
- Experience with SaaS products or cloud-based applications.
- Experience with CRM systems and support processes.
- Prior support experience in the logistics or transportation industry. (Plus)
Soft Skills:
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration abilities, with the capacity to work effectively across different time zones.
- Demonstrates a willingness to learn and grow.
- Highly motivated to build upon existing work and set new benchmarks.
- Takes responsibility and drives projects forward with a strong sense of accountability.
- High emotional intelligence and empathy for the customer.
- Sense of urgency and follow-through on tasks.
- Ability to multitask while staying the course and following through on priorities.
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 Global Technology Solutions 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.
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