L1 Support Engineer (Bridge)

🇨🇴Remote - Colombia3h ago

Higher Ed Support Technical Support Customer Support LMS Administration Ticketing System Troubleshooting

Role Snapshot

The L1 Support Engineer provides first-line technical assistance to Bridge end users, LMS administrators, and corporate clients via phone, web ticketing, email, and chat. The role resolves common issues and escalates complex problems to Tier 2 while keeping users informed.

Key Responsibilities: Work tickets from admins, faculty, staff, and end users by validating issues, answering how-to questions, fixing UI-resolvable problems, and reproducing simple bugs. Keep thorough ticket records, escalate unresolved issues to L2, and create support documentation when assigned.

Skills & Tools: Strong troubleshooting, analytical, and technical skills, plus clear written and verbal communication. Must work independently in a fast-paced, self-directed remote environment and handle clients professionally.

Qualifications: High school diploma required. No specific years of experience are stated, but the role suits candidates with prior technical support or help desk experience.

Location: Remote - Colombia

Compensation: Not provided by employer. Typical compensation for this role is COP$30,000,000 – COP$48,000,000/year based on title, seniority, and location.

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Job Description

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.