L1 Support Engineer (Bridge) Colombia, Remote

Department: Customer Support

Location: Remote

Job Summary:

The Bridge Technical Support team provides technical assistance to end users of Bridge, as well as integrated and related products within the platform ecosystem. Technical Support Representatives assist a variety of users—including end users, learning management system administrators, and corporate clients—by offering troubleshooting and guidance via phone, web-based tools, and email. They advise clients on product usage, resolve technical issues, and escalate more complex problems when necessary. During escalations, Support Representatives serve as a liaison between customers and Tier 2 Support, ensuring a smooth transition and continuous communication from issue initiation through resolution or escalation.

Please note that shift patterns will run 8am-4pm COT (Colombia Time).

Key Responsibilities:

Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and end-users.

When working tickets:

Validate and clarify the issue reported

Answer how-to questions

Fix end-user issues that are resolvable through the Bridge user interface

Replicate, troubleshoot, and describe simple bugs

Keep thorough, clear, and complete records in the ticketing system of all actions taken

Escalate tickets not resolvable at the L1 level to the L2 Support team

Be friendly, efficient, and dependable, and always provide timely updates to users

When assigned, create documentation of Support processes

Perform other duties as assigned by supervisor

Qualifications:

High School diploma

Preferred Qualifications:

Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change

Skills:

Strong technical, troubleshooting, and analytical skills

Proven ability to function in a self-directed environment

Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success

Ability to handle clients professionally during all interactions

Strong written and verbal communication skills

Key Requirements:

Must be able to sit for extended periods of time

Must be able to work remotely and manage tasks and priorities

Must have the ability to work independently

Must be able to collaborate in a remote environment

Equal Opportunity Employer:

Learning Technologies Group, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.