About Keen
Keen builds high-performing CX and operational teams for fast-growing tech companies in the U.S. and Europe. Our teams support complex software platforms used by businesses around the world.
This is not a traditional call centre role. Our teams handle complex work that requires judgment, product knowledge, and real problem solving. The environment is fast-paced, data-driven, and performance-oriented.
In return, Keen offers long-term careers, equitable compensation, and the opportunity to work in the future of the customer support industry. As Tier-1 work is automated by AI, Keen teams focus on the complex work that tech companies will always need.
About the Role
We are hiring Senior Customer Support Advisors (English Speaking) to support software and hardware platforms used by businesses across the U.S. and internationally.
This role operates in a structured, performance-driven support environment where reliability, ownership, and attention to detail are critical. Successful team members are comfortable working in a fast-paced program,
managing multiple customer conversations at one time, and consistently meeting service standards.
The role is full-time and in-office at our Bogotá, Colombia.
What You’ll Do
- Troubleshoot and resolve issues related to orders, payments, platform workflows, integrations, and connected hardware devices used by business customers
- Guide customers through technical troubleshooting steps, including configuration, connectivity, and platform functionality
- Maintain strong operational metrics including response times, resolution times, CSAT (target 90%+), and documentation quality
- Maintain consistent in-office attendance and punctuality, ensuring adherance for scheduled shifts
- Follow internal support processes to log tickets, update case notes, and track resolution progress across multiple systems
- Escalate high-risk or complex issues with clear context, investigation notes, and recommended next steps
Requirements:
📌 Technical Support Agent (Bogotá)
🏢 Keen
📍 Bogotá