Technical Support Representative

SupportNinja

Technical Support Representative handling customer technical issues and ensuring customer satisfaction in Colombia. Responsibilities include troubleshooting, documentation, and effective communication.

Posted 6/1/2026full-timeRemote • 🇨🇴 ColombiaJunior💰 COP 3,450,000 per monthWebsite

About the role

Key responsibilities & impact

Provide basic technical support to customers who are experiencing technical issues with their products or services
Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
Communicate technical solutions to non-technical customers in a clear and concise manner
Ensure accurate ticket triaging
Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
Escalate complex issues to higher-level team members as necessary
Document customer interactions and technical issues in a customer relationship management (CRM) system
Provide excellent customer service to ensure customer satisfaction and loyalty
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed to resolve customer issues
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

Requirements

What you’ll need

6 months of experience in a technical support role or equivalent preferred
Good communication skills, both verbal and written
Ability to communicate technical information to a non-technical audience
Critical thinking skills
Proficiency in using computer applications and software
Experience using a CRM preferred.

Benefits

Comp & perks

Competitive compensation
Adherence to government-mandated benefits
Opportunities for skills training and personal and professional development
Experience infinite fun so you can have infinite growth.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingticket triagingcustomer interaction documentationKPI performance targetsproduct knowledgeservice knowledgeprocess knowledge

Soft Skills

communication skillscritical thinkingempathyprofessional attitudecollaborationcustomer serviceproblem-solving