User Support Specialist

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

📋 Description

• ✨ How you will make a difference

• As a key point of contact, you will blend technical agility with exceptional communication in multicultural environments:

• - **Consultative Assistance:** You will identify the actual needs of users and guide them in optimally utilizing functionalities, ensuring that Orquest becomes a seamless tool in their daily operations.

• - **Level 1 Support (L1):** You will resolve technical and functional issues with agility, precision, and a high standard of empathy and clarity in communication.

• - **Technical Analysis and Escalation:** You will analyze reported failures by replicating scenarios in testing environments, generating detailed error reports, and rigorously escalating complex cases (L2/L3), all while keeping the client proactively informed.

• - **Voice of the Customer (VoC):** You will act as a feedback radar, filtering and prioritizing user suggestions to share with the Product team, directly influencing the solution's roadmap.

• - **Knowledge Management:** You will lead the creation and updating of our Knowledge Base and automated responses to promote self-service and enhance support scalability.

⛳️ Requirements

• 🧩 What we are looking for

• We are seeking a self-sufficient and analytical professional capable of identifying error patterns and acting as a critical bridge between the end user and our Product teams:

• - **Experience:** 2 to 3 years of prior experience in technical customer support or user assistance in software (SaaS) environments, preferably in companies with an international focus.

• - **Technical Skills:** Familiarity with *ticketing* tools (HubSpot, Jira, or similar) and analytical capability to understand complex software flows.

• - **Problem Solving and Empathy:** A methodical approach to investigating root causes and proposing definitive solutions (not just temporary fixes or *workarounds*). Ability to manage frustrated users calmly, projecting confidence in critical situations.

• - **Autonomy:** Ability to work independently in a remote environment, actively seeking ways to enhance service efficiency.

• - **Location:** Reside in Colombia.

• - **Languages:** Advanced/C1 proficiency in **English, Portuguese, and Spanish** is essential. You will adapt your tone and message according to the culture and language of the interlocutor.

🏝️ Benefits

• 🌱 What we offer

• - ✨ A key role in a rapidly growing international SaaS company.

• - 🌍 A global and diverse team with a collaborative culture.

• - 💡 Real ownership and autonomy to make an impact.

• - 💎 **Beyond salary:**

• - Wellness and mental health platform.

• - Language classes for your continued growth.

• - A flexible remote work model.