L1 Support Representative

Job Title: L1 Support Representative

Location: Remote – Colombia

Type of Contract: Contract Employment

Salary Range: $1,200 USD/month

Language Requirements: Fluent English (strong conversational skills)

We are seeking a skilled L1 Support Representative with strong customer service and technical troubleshooting abilities to join our growing Helpdesk team. You will play a key role in diagnosing and resolving software and hardware issues remotely, ensuring excellent service and customer satisfaction across all support channels.

Key Responsibilities

Respond to inbound support requests via voice, email, and messaging platforms

Communicate clearly and effectively with customers to resolve technical issues

Troubleshoot and resolve AlohaPoS and other point-of-sale (PoS) hardware/software issues

Assist clients remotely using support tools and ticketing systems

Determine when hardware replacements are necessary and process orders or RMAs

Accurately document and track issues using the companys ticketing and ERP systems

Maintain a customer-first approach and drive for resolution efficiency

Must-Have Qualifications

High school diploma or equivalent

Fluent English with strong spoken and written communication skills

Strong interpersonal and problem-solving skills

Experience providing remote technical support

Familiarity with PoS systems, especially AlohaPoS, is a plus

Knowledge of relevant software and hardware systems

Ability to work well with a diverse team and adapt to various client personalities