L1 Support Engineer
L
Learning Technologies Group, LLCLearning management systems
Location: Colombia; Remote, 8am-4pm COT (Colombia Time)Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Analytical SkillsProblem SolvingCritical thinking
Requirements
- High school diploma.
- Strong technical, troubleshooting, and analytical skills.
- Ability to work in a self-directed environment.
- Ability to think critically and solve problems in a fast-paced environment.
- Ability to handle client interactions professionally.
- Strong written and verbal communication skills.
- Ability to work remotely and manage tasks and priorities.
- Ability to work independently and collaborate in a remote environment.
- Ability to sit for extended periods.
Responsibilities
- Work tickets from administrators, faculty, staff, and end users through a web-based ticketing system, phone, or live chat.
- Validate and clarify reported issues and answer how-to questions.
- Resolve end-user issues that can be fixed through the Bridge user interface.
- Replicate, troubleshoot, and describe simple bugs.
- Keep clear and complete records of actions in the ticketing system.
- Escalate issues that cannot be resolved at L1 to the L2 Support team.
- Provide users with timely updates throughout support interactions.
- Create documentation of Support processes when assigned.
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