Tier 1 Support Engineer - (Remote - Colombia) - job 2 of 2

As a Tier 1 Support Engineer at Jobgether, your primary responsibilities will include monitoring systems to identify trends, gathering technical information for troubleshooting customer issues, providing solutions for critical problems, and collaborating with various teams to enhance product reliability. You'll also be enriching tutorial documents to promote self-service capabilities among users.

To apply for the Tier 1 Support Engineer role at Jobgether, you should have a strong background in system monitoring and troubleshooting, proficiency in SQL, and excellent customer-facing communication skills in both Spanish and English. Prior experience in NOC or technical support is a plus, along with familiarity with office tools and some scripting or programming knowledge.

Yes, the Tier 1 Support Engineer position at Jobgether is fully remote, allowing for flexible working conditions. We prioritize work-life balance and provide our employees with opportunities for professional growth within a dynamic technical support environment.

To be successful as a Tier 1 Support Engineer at Jobgether, you should excel in troubleshooting, possess strong communication skills to articulate solutions to customers, and have a solid understanding of customer service principles. An analytical mindset for monitoring systems and addressing technical issues will also be crucial.

The hiring process for the Tier 1 Support Engineer role at Jobgether involves an AI-powered 3-step screening process where your CV and LinkedIn profile will be analyzed for relevance and qualifications. Only the top five candidates will be selected for the next round, and candidates will receive feedback on their application status within seven days.

When answering this question, you should focus on your problem-solving process. Start by outlining the issue, explain the steps you took to diagnose it, and detail how you managed to find a resolution. Be sure to highlight any collaboration with team members and the outcome or impact of your solution.

Effective communication in technical support is about being clear and patient. Showcase your ability to explain technical concepts in layman's terms and discuss how you actively listen to customers' concerns. Providing examples of your communication skills in previous roles will strengthen your response.

Demonstrate your proactive approach in unfamiliar situations. Explain how you research the system, consult documentation, or ask experienced colleagues for clarification. Highlight your ability to learn quickly and how you apply that knowledge to resolve issues.

Prioritization is essential in customer support. Discuss your criteria for prioritizing issues, such as severity and impact on the customer. Share examples of how you successfully managed workload during high-pressure moments in previous jobs.

Be detailed about the tools you're familiar with, including ticketing systems, remote access software, and monitoring tools. If you have experience using SQL or other technical skills relevant to the role, make sure to highlight that as well.

This question is an opportunity to showcase your initiative. Discuss any proactive measures you took to address customer concerns or enhance their experience, such as providing additional resources, creating user guides, or improving response times.

Share examples where you collaborated with technical teams, such as developers or product managers, to tackle complex customer issues. Emphasize your communication skills, teamwork, and the positive outcomes achieved through collaboration.

Staying updated is crucial in tech. Explain how you engage with industry blogs, participate in forums, or attend webinars and training sessions. Highlight your commitment to continuous learning and how it benefits your role in support.

Addressing customer dissatisfaction requires empathy and problem-solving. Describe your approach to listening to the customer's concerns, validating their feelings, and working on a feasible solution. Showcasing your ability to turn negative experiences into positive ones is essential.

This is your chance to connect your personal and professional goals with the company's mission. Speak about your passion for customer service and your excitement to work with innovative technologies. Your enthusiasm can set you apart as a candidate.