Technical Customer Support

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Provide outstanding customer service through professional, timely, and solution-focused communication.

• Address customer inquiries received via the support portal, email, and phone.

• Diagnose, troubleshoot, and resolve software-related issues by analyzing customer-reported problems and identifying root causes whenever feasible.

• Investigate technical issues utilizing available tools, logs, and documentation.

• Accurately document customer issues, troubleshooting actions, and resolutions within the support system.

• Escalate complex problems to higher-level technical resources as necessary, ensuring complete documentation and context are provided.

• Collaborate with Product, Engineering, and other internal teams to achieve timely resolution of issues.

• Contribute to the ongoing enhancement of internal knowledge base articles, FAQs, and product documentation.

• Recognize recurring customer problems and relay trends that could enhance product quality and customer experience.

⛳️ Requirements

• Over 3 years of experience in Technical Support, Software Support, Customer Support, or a similar client-facing technical position, ideally at Tier 2 or 3.

• Excellent troubleshooting and analytical problem-solving abilities.

• Experience in supporting software applications within a SaaS or enterprise software context.

• Familiarity with working with or utilizing REST APIs and comprehending API-based integrations.

• Proficiency in writing and troubleshooting SQL queries.

• Strong customer-centric mindset with the capability to articulate technical concepts clearly to non-technical users.

• Capacity to prioritize multiple issues in a fast-paced environment.

• Ability to work independently in a remote setting.

• Access to a reliable high-speed internet connection: minimum 20 Mbps download / 2 Mbps upload.

• A quiet workspace designated for phone and video support.

• Professional proficiency in English, both written and spoken.

• Nice to have: Experience in supporting Salesforce.

• Nice to have: Experience in supporting SaaS, ERP, PIM, CRM, or other enterprise software platforms.

• Nice to have: Familiarity with ticketing systems and knowledge management platforms.

🏝️ Benefits

• Flexible remote work arrangement.

• Requirement for a reliable high-speed internet connection (minimum 20 Mbps download / 2 Mbps upload).

• Designated quiet workspace for phone and video support.