Tech Support Tier 1

Empower Kids Futures: Join a Global Mission Without Leaving Home

In the dynamic realm of digital advocacy one organization shines brightly with a legacy of impactful victories: our client Common Sense Media. As the nations leading nonprofit dedicated to enhancing the lives of children and families they have amassed a formidable record of successes. From pioneering research reports that illuminate the effects of media and tech on child development to spearheading legislative efforts that safeguard consumer privacy Common Sense Media is a force for positive change. Their innovative programs such as the Digital Citizenship Curriculum and the Latino Program resonate with communities worldwide fostering digital literacy and inclusivity. Joining Common Sense Media isnt just joining a team its joining a movement that shapes the digital landscape for generations to come.

A Preview of Your Role

Be part of our client s team as a Tech Support Tier 1 prioritizing service desk requests providing enduser support troubleshooting technical issues managing user accounts and assisting with software and hardware support.

Fuel Your Passion: Shape the Future of Tech Support from Anywhere

• Employment Type: Indefinite Term Type Contract
  
• Shift: Monday to Friday 8:00 am to 5:00 pm PST
  
• Work Setup: Remote / Work from Home
  

Ignite Change: Make an Impact with Your Technical Expertise

• Handling Service Desk Requests: Quickly assess incoming service and support requests prioritize them based on impacts on user and business operations and escalate incidents that cannot be resolved to the next level of support with SLA (Service Level Agreements).
  
• Email/End User Support: Provide enduser tech support via help desk channels (this could be by Salesforce service desk email slack chat) and offer assistance with setup configuration and troubleshooting.
  
• Troubleshooting: Assist users with technical issues.
  
• User Account Management: Manage user accounts permissions and access rights on various systems and applications. Assist with passwordrelated issues password resets and unlock requests.
  
• Software & Hardware Support: Assist endusers with software installations updates configurations and troubleshooting for standard applications. Help set up configure and troubleshoot hardware issues for desktops laptops printers and other peripheral devices.
  
• Network Connectivity: Help users with network connectivity problems including WiFi issues and network printer connections. Assist users with remote access tools and VPN connections to access company resources securely.
  
• Basic Data Backup and Recovery: Guide endusers in performing data backups and recovering files from backups if needed.
  
• Documentation and Training: Create and maintain detailed documentation of support tickets. Provide basic training in applications when requested.
  

Dive into Success: Qualifications to Thrive in Digital Empowerment

Requirements:

• Acknowledge and respond to support requests by email/slack.
  
• Possess troubleshooting and technical support experience.
  
• Know when to escalate critical incidents to Tier 2 or Tier 3 within given minutes.
  
• Demonstrate strong customer service skills.
  
• Exhibit empathy and the ability to relate to endusers.
  
• Have strong communication skills.
  

Education:

• Bachelors degree in Systems Engineering or related field.
  

Tech Stack:

• Proficiency in Service Desk Salesforce Windows/MAC OS Google JumpCloud Microsoft Office Slack Zoom Adobe Airtable Asana and Druva.
  

Language Proficiency:

• Fluent in English at a C1 level.
  

Elevate Your Lifestyle: Enjoy Perks That Go Beyond the Norm

• 5 Days Work Week
  
• Prepaid Medicine
  
• Work Items Provided
  
• Indefinite Term Type Contract
  
• Additional Vacation Leave
  
• Direct Exposure to Clients
  
• Career Growth Opportunities
  
• Supportive Work Environment
  
• Prime Office Locations
  
• Upskilling with Emapta Academy
  

Welcome to Emapta Colombia!

At Emapta youre not just joining an industryleading outsourcing provider; youre becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 700 global partners preferring to open remote jobs in the country our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities all at your fingertips. Emapta isnt just a company; its a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

#EmaptaExperience