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