Tech Support Representative Helpdesk N1 in OpenLoop

OpenLoop is looking for Technical Support Representative (Helpdesk N1) to join our team in Lima, Peru. This role will be a member of the IT Team, collaborating closely with the IT Supervisor.

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Managing clinical system integration.
• Proactively escalate complex requests to platform providers or other technical teams, ensuring timely and effective solutions.
• Contribute to the continuous improvement of our support processes, working with other team members to streamline workflows and enhance overall efficiency
• Creation of email accounts, Slack profiles, and any other directory management that may be required for the employees or providers at Openloop.
• Other duties as assigned.

• 1 year of experience in IT systems management as a technical support agent or helpdesk N1 (required).
• Proven experience working with CRM systems (desired).
• Experience troubleshooting and replacing hardware on laptops.
• Ability to manage user accounts in Active Directory and Exchange.
• Experience installing software, patches, and updates on laptops.
• Experience troubleshooting basic network and software issues.
• Ability and willingness to quickly learn new and existing technologies.
• An empathetic, inclusive, and curious attitude that reflects your passion for understanding user needs and delivering exceptional support experiences.
• Advanced problem solving skills.
• Fluency in English (C1) and excellent written and verbal communication skills (required).
• Available to work 6 days of the week, 48 hours per week, including weekends.
• Available to work night shift (10pm - 7am), afternoon shift (2pm - 11pm) or morning shift (6am - 3pm).
• 35% bonus for working the night shift
• Available to work on-site at our office in Miraflores.

• Experience working with Zoho CRM and/or apple ecosystem is considered a plus (desired).

• Contract under a Peruvian company ID ("Planilla"). You will receive all the legal benefits in Peruvian soles (CTS, "Gratificaciones", etc).
• Unlimited Vacation Days - Yes! We want you to be able to relax and come back as happy and productive as ever.
• EPS healthcare covered 100% with RIMAC --Because you, too, deserve access to great healthcare.
• AFP retirement plan—to help you save for the future.
• We’ll assign a computer in the office so you can have the best tools to do your job.
• You will have all the benefits of the Coworking space located in Lima - Miraflores (Free beverage, internal talks, bicycle parking, best view of the city)