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