Company Overview

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

Location: Hybrid (availability to work from our Medellín office when required)
The Role

As our IT Service Desk Agent, you will be the first point of contact for our diverse integral stakeholders during the LATAM time zone, transforming technical hurdles into seamless solutions. You are the bridge between complex system issues and our team's daily productivity, ensuring every user enjoys a positive, hassle-free technological experience across all software, business applications, and IT systems.
Key Responsibilities




- Diagnose and resolve technical issues across software, business applications, and operating systems with patience and absolute clarity.
- Manage and prioritize ticket workflows within our support portal, ensuring strict alignment with established Service Level Agreements (SLAs) to minimize business impact.
- Escalate complex technical bottlenecks to high-level support channels while maintaining seamless communication and user visibility.
- Standardize knowledge sharing by documenting troubleshooting procedures and solutions to empower self-service and accelerate future resolutions.
- Drive continuous improvement by identifying recurring incident patterns and proactively proposing automated or preventive solutions.
- Collaborate across teams to translate technical concepts into accessible, clear language for non-technical stakeholders.
- Manage the assignment and return or receipt of company-issued

📌 Service Desk Agent (Medellín)
🏢 Holafly
📍 Medellín