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:
Key Responsibilities:
- 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 equipment for both new hires and employees who are leaving the company. This task may require in-person presence at the Medellín office.
- Be willing to adjust your schedule on occasion to cover certain time slots in Europe (especially during holidays or when EU team members are scheduled to be away).

Qualifications:
- 1-2 years of proven experience in technical support, IT service desk, or customer-facing technology roles.
- Solid technical foundation in ChromeOS, macOS, Linux, iOS, and Android operating systems.
- Bilingual proficiency

📌 Service Desk Agent (Medellín)
🏢 Holafly
📍 Medellín