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About Us: At Empresa confidencial (IDR), we believe that our greatest asset is our people. We're a diverse, passionate, and forward-thinking team that values creativity, collaboration, and continuous learning. When you join IDR, you become part of a global network dedicated to building technology that transforms businesses and makes a real-world impact.

The Opportunity:
Unleash your problem-solving prowess as an L1 Support Agent This opportunity allows you to be the hero our integral customers depend on, ensuring seamless operations. You'll provide outstanding technical product support to customers and resellers globally, leveraging your troubleshooting skills and utilizing cutting-edge CRM software to ensure smooth installation, configuration, and upkeep of our software solutions. Embrace our commitment to ongoing enhancement and innovation, contributing significantly to elevating customer satisfaction and advancing our company's mission.

What You'll Do (Responsibilities):
- Conduct initial diagnosis and triage of customer-reported issues,



accurately documenting symptoms and findings in the ticketing system.
- Collaborate effectively with cross-functional teams (L2/L3 support) to escalate and resolve complex technical issues within defined SLAs.
- Provide timely and proactive updates to customers regarding the status of their reported issues, ensuring transparency and satisfaction.
- Maintain accurate records, logs, and reports of customer assistance using CRM software.
- Provide remote support for the installation and/or upgrade of software and related components on customers' systems.
- Troubleshoot issues related to software, third-party applications, and operating systems that our software depends on.
- Continuously seek innovation and improvement in customer support processes, aligning with our "Discover Best" motto.
- Prioritize and manage multiple customer issues effectively, ensuring service level commitments are met globally.
- Maintain exc

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b01yt

📌 Support Agent (Medellín)
🏢 Reconocida empresa
📍 Medellín