Summary: Handles customer interactions across multiple platforms, delivering premium technical support, diagnosing issues, and maintaining high customer satisfaction. Highlights: 1. Deliver premium, white-glove technical support 2. Achieve first-contact resolution 3. Continuously improve service delivery Resposibilities · Handle customer interactions across voice, chat, and digital platforms while maintaining consistent quality and brand tone. · Deliver premium, white\-glove technical support across voice and digital channels, ensuring brand\-aligned communication and ownership of the end\-to\-end customer experience. · Diagnose and resolve technical issues related to client speakers, home theatre systems, and the client app. · Focus on achieving first\-contact resolution by thoroughly addressing customer concerns and minimizing repeat interactions. · Maintain accurate and detailed case notes within CRM platforms to ensure proper tracking and follow\-up. · Consistently meet established performance targets, including SLA adherence, customer satisfaction scores, quality standards, and productivity metrics. · Identify situations that require advanced expertise and escalate complex cases to the appropriate teams. · Stay informed about the latest product updates, feature releases, and service alerts to provide current and accurate support. · Actively participate in ongoing training and skill\-enhancement programs to continuously improve service delivery. · Support new product launches. · Assist in peer mentoring initiatives. Experience · 1–3 years contact center/technical support experience. · Working knowledge of TCP/IP fundamentals, basic router configuration, DHCP/DNS behaviour, mesh Wi\-Fi environments, and wireless interference troubleshooting. · Versant Score – Minimum B2 (Mandatory). · Ability to interpret diagnostic logs and guide customers through structured remediation steps. Job Type: Full\-time Ability to commute/relocate: * Bogotá, Cundinamarca: Reliably commute or planning to relocate before starting work (Required)