Analista de soporte L1
Based in Colombia
Core
Provide efficient L1 technical support as the first point of contact for B2B clients, resolving basic incidents and requests to ensure operational continuity.
Role type
L1 technical support analyst
Builds
Operational continuity for B2B clients
Domain
Digital solutions / SaaS
Deliverable
production ML models
Required skills
Technical diagnosis, SQL queries, ticketing systems (Zendesk, Jira), customer service, conflict resolution, technical communication
Preferred skills
AI adoption, process automation
Responsibilities
Respond to clients within ANS/SLA, diagnose and resolve client incidents, register and manage tickets in Jira Service Management, escalate Level 2 incidents with full information, update ticket status proactively, identify recurring incident patterns to build a knowledge base, comply with ISO and SST guidelines