About the company

The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you.

The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.

Job Description – Service Desk Analyst L1

Summary of the Position

We are seeking a motivated and customer-focused Service Desk Analyst L1 to join our IT support team. The successful candidate will be responsible for providing first-level technical support to end-users via phone, email, or chat. This role is essential in ensuring timely resolution of IT issues, efficient incident logging, and escalation where necessary to maintain operational efficiency across the organization.

Responsibilities:

·        Provide first-level support to end-users via phone, chat, or ticketing system.

·        Troubleshoot and resolve technical issues related to hardware, software, network, and mobile devices.

·        Ensure quick interaction and efficient resolution of incidents and service requests.

·        Support mobile devices, including iPhones, iPads, and tablets.

·        Escalate unresolved issues to higher-level support teams as necessary.

·        Document issues and resolutions accurately in ITSM tools.

·        Collaborate with team members to maintain high-quality service delivery.

·        Experience with VPN troubleshooting.

Requirements:

·        1–2 years of experience in a Service Desk or IT Support role.

·        Strong troubleshooting skills in Windows and macOS environments.

·        Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).

·        Knowledge of Active Directory (password resets, account unlocks, group membership).

·        Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).

·        Experience with troubleshooting mobile devices (iPhones, iPads, tablets).

·        Excellent oral and written communication skills in English and Spanish, with a strong focus on customer service.

Nice to Have:

·        CompTIA A+, Network+, or equivalent certifications.

·        Knowledge of basic networking (IP, DNS, DHCP).

Additional Considerations:

·        Ability to work in a fast-paced environment.

·        Strong sense of responsibility and attention to detail.

·        Flexible to work shifts if required.

📍 On-site position | Open to candidates in El Salvador & Colombia - (Might be open to other locations in LATAM)

Are you passionate about empowering teams through training, coaching, and continuous learning?

We’re looking for a Sales Support Trainer who can design, lead, and elevate training programs for sales operations and account support teams!

🔎 What You’ll Do

📘 Design & Deliver Training

Create engaging manuals, e-learning content, and workshops for onboarding and advanced skill development.

💼 Train on Systems & Processes

Guide teams on Salesforce, Marketplace Portal, order processing, and sales workflows.

🧠 Drive Skills & Performance

Lead sessions on soft skills like communication, time management, upselling, and more.

📊 Evaluate & Improve

Assess training effectiveness and continuously update content to match business goals.

🤝 Collaborate Across Departments

Work with leadership to identify knowledge gaps and strengthen overall team performance.

✅ What You Need to Succeed

🎓 Bachelor’s degree in Business, Education, or related field (or equivalent experience)

🧩 3–5 years in a corporate training or sales operations training role

💡 Expertise in Salesforce & Microsoft Office Suite

📚 Experience with instructional design and adult learning methods

🗣️ Advanced English (C1) – verbal & written communication is key!

✈️ U.S. or Canadian visa preferred for potential travel

📌 Position Details

🗓️ Schedule: Full-time availability required / exact schedule will be provided later in the process

💰 Salary: TO BE DISCLOSED UPON CONTACT

🗣️ English: Advanced (C1)

📋 Contract Type: Long term contract

🏢 Work Type: On-site

🌍 Location: Open to candidates in El Salvador and Colombia (Might be open to other locations in LATAM)

📎 Visa Requirement: Valid U.S. or Canadian visa preferred for training travel (Not mandatory)

📩 Apply Now!

Submit your up-to-date resume in English via:

📱 WhatsApp: +1 (945) 888-0926

📧 Email: jaime.huezo@thefunctionary.com

As an Account Support Representative (Associate), you will be responsible for delivering exceptional operational and administrative support to assigned accounts. You will process orders, handle customer inquiries, manage data in Salesforce, and collaborate with internal teams to ensure efficient, high-quality service. This entry-level position is ideal for individuals looking to build a career in business operations, customer support, or sales administration. 

Key Responsibilities: 

• Order Management: Process orders accurately by reviewing documentation and ensuring completeness. 
• Salesforce Case Handling: Manage Salesforce queue for assigned accounts and escalate complex cases to senior representatives. 
• SKU and Pricing Maintenance: Request SKU creation and maintaining special pricing records, ensuring costs are correctly reflected in customer portals. 
• Returns and Credit Handling: Manage RMA (Return Material Authorization) and CRB (Credit & Rebill) processes end-to-end, including follow-ups. 
• Customer Communication: Respond to basic client inquiries regarding ETAs, invoices, and shipment tracking. 
• Open Order Oversight: Monitor and resolve open order issues such as vendor PO delays, procurement holds, and closure requests. 
• Portal Administration: Assist with set-up and ongoing maintenance of Marketplace Portals to meet customer requirements. 
• Team Collaboration: Maintain proactive communication with account teams and fellow ASRs to ensure operational continuity. 
• Phone Support: Manage incoming and outgoing calls as needed, following customer or team requirements. 
• Quoting and Upselling: Provide quotes for end-user computing (EUC) equipment and identify upsell opportunities. 
• Additional Projects: Participate in special assignments as needed to support departmental goals and company initiatives. 

 Basic Qualifications: 

• Order Entry Experience 
• Attention to detail 
• Critical Thinking 
• Strong focus 
• Bachelor’s degree in business administration, Purchasing, or related field (or equivalent experience) 
• 0–2 years of relevant professional experience 
• Strong administrative, organizational, and communication skills 
• Analytical mindset with excellent attention to detail 
• Ability to work under pressure and manage multiple priorities and accounts effectively 
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Outlook) 
• Fluent written and spoken English 
• Fluent written and spoken French (if applicable) 

 Preferred Qualifications: 

• Experience in product support or sales operations 
• Familiarity with Salesforce.com or other CRM tools 
• Ability to provide business context through quantitative metrics 
• Strong customer service mindset