Technical Support Specialist

Level

Middle

Department

Support

Type

Full Time

Project

Under NDA

Locations:

Colombia

Remote

Job Details

Posted on:

April 9, 2025

Job ID:

398

About the Company

Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals. The core belief was that assembling a team shouldn't be hindered by geographical constraints. Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.

With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.

About the Project

Our client is a privately held company and is the leader in enterprise wealth management for the Canadian market. Founded in 1991, it has over 75 staff and 15 leading financial services clients representing over 17,000 financial advisors on the platform. It offers the most comprehensive wealth management solution for financial advisors in the credit union, banking, insurance and investment dealer sectors.

Specialization

Headquarters

Toronto, Canada

Years on the market

30+

Team size and structure

200

Current technology stack

Required skills:

2+ years of experience as a Support Consultant/Technical Support Specialist.
Associate or higher degree, preferably in Engineering, Mathematics, Business, or Economics.
Experience with or knowledge in financial products or markets. i.e EFPA, CFA certification.
Experience with SQL.
Solid experience in incident management and resolution.
Experience with product management tools such as JIRA, Trello, or Asana.

‍

Advantages:

English proficiency

‍

Scope of work:

The Technical Support Specialist role is essential for receiving and clarifying incidents reported by clients, triaging them, assigning them to the appropriate developer for resolution, testing implemented solutions, keeping clients informed about the status of their issues, and ensuring compliance with the Service Level Agreement (SLA) established with the client.

Reporting directly to the Support and Maintenance Manager, this role will be responsible for clarifying reported incidents for the company’s LATAM clients. The Support Consultant will collaborate with other consultant teams, sales engineers, and development professionals across multiple locations (primarily Spain, Chile, and Peru).
‍

Incident Reception and Clarification:
- Receive and log incidents reported by clients.
- Clarify incident details and impact to ensure a complete understanding.

Incident Triage and Assignment:
- Evaluate and prioritize incidents based on urgency and impact.
- Assign incidents to the appropriate developer or team for resolution.

Testing Solutions:
- Test fixes implemented by developers to ensure incidents have been satisfactorily resolved.
- Document test results and communicate them to the development team if necessary.

Client Communication:
- Keep clients informed about the progress and status of their incidents.
- Provide time estimates and regular updates until complete resolution.

SLA Compliance:
- Ensure that all response and resolution activities meet the agreed-upon SLA timelines and standards.
- Identify and escalate any risk of SLA breaches to the appropriate supervisor.

Continuous Improvement:
- Participate in process evaluations and propose improvements to optimize customer support.
- Collaborate with internal teams to identify trends and areas for product improvement.
- Adhere to the company's management processes.