Technical Support Agent (English)
About Keen
Keen builds high-performing CX and operational teams for fast-growing tech companies in the U.S. and Europe. Our teams support complex software platforms used by businesses around the world.
This is not a traditional call centre role. Our teams handle complex work that requires judgment, product knowledge, and real problem solving. The environment is fast-paced, data-driven, and performance-oriented.
In return, Keen offers long-term careers, equitable compensation, and the opportunity to work in the future of the customer support industry. As Tier-1 work is automated by AI, Keen teams focus on the complex work that tech companies will always need.
About the Role
We are hiring Senior Customer Support Advisors (English Speaking) to support software and hardware platforms used by businesses across the U.S. and internationally.
In this role, you will help customers troubleshoot complex and unique issues related to technical problems, operational workflows, and platform usage across phone, email, chat, and messaging channels. This may include diagnosing issues with web applications, integrations, and connected hardware used by merchants and operators.
This role operates in a structured, performance-driven support environment where reliability, ownership, and attention to detail are critical. Successful team members are comfortable working in a fast-paced program, managing multiple customer conversations at one time, and consistently meeting service standards.
The role is full-time and in-office at our Bogotá, Colombia.
What You’ll Do
- Handle inbound customer support across phone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once
- Troubleshoot and resolve issues related to orders, payments, platform workflows, integrations, and connected hardware devices used by business customers
- Investigate and diagnose issues within web applications, dashboards, and third-party integrations, escalating bugs or system issues with clear documentation
- Guide customers through technical troubleshooting steps, including configuration, connectivity, and platform functionality
- Maintain strong operational metrics including response times, resolution times, CSAT (target 90%+), and documentation quality
- Maintain consistent in-office attendance and punctuality, ensuring adherance for scheduled shifts
- Follow internal support processes to log tickets, update case notes, and track resolution progress across multiple systems
- Escalate high-risk or complex issues with clear context, investigation notes, and recommended next steps
Requirements
What We’re Looking For
- 2–4+ years of experience in customer support, help desk, or technical support
- Experience supporting software platforms, web applications, or business systems
- Comfortable troubleshooting edge case technical issues and explaining solutions clearly
- Strong written and spoken English (C1 level or higher) and pass an English typing speed test of 40+ WPM
- Ability to manage multiple customer interactions while maintaining accuracy and attention to detail
- Calm under pressure with strong problem-solving and communication skills
- Reliable and punctual, with a demonstrated history of professional attendance and accountability
- Able to receive feedback, follow structured processes, and operate within defined service standards
- Proven history of working evening or overnight shifts
Assessment Disclaimer
- The first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes.
- You will have 24 hours from application submission to complete these.
- You will need access to a PC with a webcam and microphone to complete the assessments.
Schedule & Location
- This role supports international customers and operates on day, evening, and overnight shifts.
- The role is fully in-office at our Bogotá office.
Benefits
- Collaborative in-office team environment
- Professional development budget
- Compensation includes:
- Base Salary
- Medical Allowance
- Attendance & Timeliness Bonus
- Transport Allowance
- Monthly Performance Bonus
- Team members who demonstrate strong performance and reliability may have opportunities to grow into roles such as Subject Matter Experts, Team Leads, QAs, Operations, or Technical Support specialization.
Skills
As published by workable · 12 questions · 1 written answer
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, LinkedIn Profile URL, Education, Experience, Summary, Resume
Short answers (1)
- What is your monthly salary expectation? (COP)
Pick from a list (10)
- Are you fluent in English (C1 CEFR or higher) in both written and spoken communication?
- As part of our hiring process, Keen will require you to arrange a brief reference call with your most recent direct manager before an offer is finalized. During this call we will confirm your employment history, responsibilities, attendance, and performance metrics such as KPIs and reliability. Are you comfortable arranging this reference conversation if you progress to the final stage of the hiring process?
- What is your current employment status?
- How long did you stay at your most recent full-time role?
- How many years of customer support experience do you have in a BPO, SaaS support team, or technical support environment?
- Which customer support platforms have you used in previous roles? (Select all that apply)
- What is your current notice period?
- How long have you previously worked night or overnight shifts?
- This role is fully in-office at our Bogotá office location. Are you able to reliably commute to the office for every scheduled shift?
- Please confirm your CV or Resume will be submitted in English:
Written answers (1)
- Customer support roles require consistency and reliability. Tell us about a time when your team relied on you to show up and deliver on your responsibilities. What did you do to make sure you were dependable?