IT Support
If you have experience in IT support and you're passionate about learning new things this job is for you!
We are a dynamic fintech company committed to enhancing the digital experience for our customers. Our dedicated IT support team plays a crucial role in maintaining our reputation for outstanding customer service and technical reliability.
We are seeking a motivated and tech-savvy IT Support to join our team. The ideal candidate will be enthusiastic about improving our tech support and organizing the effort within the customer support team. This role requires a B2 level of English proficiency or higher, experience in customer service, flexible schedule availability, and a keen ability to learn quickly and solve problems.
The work is done in 5 hours per day for a total of 25 hours per week. The agent will work those 5 hours between 8 am and 2 pm CT Monday to Friday.
Qualifications:
- Proven experience in customer service, ideally in a tech-focused environment.
- Fluent in English (B2 level or higher).
- Excellent communication and interpersonal skills.
- Strong problem-solving ability and a proactive approach to resolving issues.
- Familiarity with ITSM tools (e.g., Freshworks, Jira) is preferred but not required.
- Proficiency in operating systems like Windows and/or MacOS, (Linux desired).
- Familiarity with hardware components and troubleshooting (laptops, desktops, printers, etc.).
- Knowledge of productivity software suites (Microsoft Office, Google Workspace).
- Understanding of help desk ticketing systems and remote support tools.
- Previous experience in a customer service role, IT internship, or technical support position can be advantageous.
- Familiarity with ticketing systems like ServiceNow or Jira may be beneficial.
Responsibilities:
- Provide first-level customer support using our in-app chat feature, ensuring prompt and effective communication with our engineering team.
- Utilize platforms like Freshworks, Solid, Checkout, Plaid, Modak admin panel, and Jira to manage customer queries and internal tracking.
- Maintain accurate records across multiple spreadsheets, ensuring data is up-to-date and easily accessible.
- Address customer inquiries, clarify doubts, and provide detailed information about our products and services.
- Triage technical issues based on severity; resolve directly using the knowledge base or escalate to the technical team as needed.
- Participate in ongoing training to stay current with system information, changes, and updates.
- Assist senior staff with collecting and analyzing support data from various platforms to improve service quality.
- Participate in regular team meetings to discuss challenges, progress, and strategies for enhancing support operations.
- Contribute to the creation and updating of a knowledge base used for handling technical issues and customer inquiries.
A degree in Information Technology, Computer Science, or a related field is preferred, but not always required. Relevant certifications or vocational training can also be valuable.
- Department
- Operations
- Locations
- Bogotá
- Remote status
- Fully Remote
- Employment type
- Part-time
About Modak
Modak is a US-based platform leveraging the power of fintech, gamification, and community to empower teens to reach their full potential.
IT Support
If you have experience in IT support and you're passionate about learning new things this job is for you!
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