Schedule: Spain business hours (equivalent to 7:00 PM – 4:00 AM Colombia Time), including weekend availability.
Language: Spanish (Required) | Conversational English (Preferred)
Role Overview
We are seeking a Help Desk Assistant to provide first-level technical support, manage incidents, assist with AI-based automation initiatives, and ensure compliance with internal processes. The adecuado candidate is proactive, analytical, customer-oriented, and eager to contribute to an innovative technology environment while maintaining high service quality and SLA compliance.
Requisitos
- 2–3 years of experience in a Help Desk or Technical Support role.
- Around 1 year of experience with n8n or similar automation platforms.
- 3–5 years of PHP experience.
- Experience developing or supporting AI-driven automation solutions.
- Knowledge of SQL Server.
- Basic experience working with REST APIs and JSON integrations.
- Experience using Jira and Agile methodologies.
- Strong analytical and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to work independently while managing multiple support requests.
- Conversational English is considered a plus.
Preferred Qualifications
- Experience performing basic server maintenance and administration.
- Experience in environments focused on process automation and logistics technology.
- Strong soft skills and customer-oriented mindset are highly valued.
- Candidates with strong support experience and excellent communication skills will also be considered, even if they are not highly technical.
Key Responsibilities
- Provide Level 1 technical support to customers via phone and email.
- Analyze, classify, troubleshoot, and follow up on incidents and software bugs.
- Develop and support AI-based automation tools to improve operational processes.
- Create basic reports, dashboards, and manage operational data.
- Ensure compliance with internal business processes and support procedures.
- Document internal tools, processes, and technical solutions.
- Maintain Jira boards and tickets organized following Agile methodologies.
- Perform basic server access and maintenance tasks.
- Validate integrations using REST APIs and JSON.
- Ensure customer requests are resolved within established SLAs.