Customer Support Analyst

Avertra; Bogotá; Presencial; COP 42.000.000 - 66.000.000; Jornada completa

Descripción de la vacante

Avertra Corp is seeking a Customer Success Analyst to translate business needs and product vision into defined requirements at the project and product level. The role focuses on delivering timely technical support, efficient issue resolution, and proactive ticket governance across SaaS environments.

The candidate will engage with customers via multiple channels, document interactions, and support continuous improvement of help desk processes while working under general supervision to meet team

Formación

• Must possess excellent spoken and written English skills.
• Tech-savvy with willingness to troubleshoot and independently resolve technical challenges.
• Experience supporting customers remotely via phone or online chat.

Responsabilidades

• Provide direct technical support to customers, addressing and resolving inquiries related to hardware, software, and content management.
• Troubleshoot to diagnose issues, research, and resolve user problems across multiple platforms.
• Ensure customers receive clear, actionable instructions and perform User Acceptance Testing as needed.

Conocimientos

English proficiency

SAP

SQL

Customer service

MS Office

Remote support

Educación

Industrial Engineering

Business Administration

Herramientas

Jira

Descripción del empleo

Avertra Corp Customer Success Analyst will need to fulfill business needs and product vision through defining, analyzing and documenting, managing, and maintaining requirements at the project and product development level.

Main Job Responsibilities

• Provide direct technical support to customers, addressing and resolving inquiries related to hardware, software, and content management.
• Leverage expertise in troubleshooting to diagnose efficiently, research, and resolve user issues across a variety of platforms.
• Ensure customers receive clear, actionable instructions for issue resolution and conduct User Acceptance Testing as necessary.
• Proactively manage and track support tickets to ensure timely resolution and consistently high customer satisfaction.
• Own, prioritize and triage tickets to optimize resources allocation, ensuring prompt responses and efficient resolution times.
• Oversee the ticket logging system and maintain accurate tracking throughout the support process.
• Document all support activities in third-party help desk software, ensuring detailed tracking and timely resolution.
• Escalate complex issues to higher levels of support, while maintaining ownership of the problem until resolution is achieved.
• Collaborate with the support team to ensure rapid response times and thorough follow-up with customers.
• Contribute to team initiatives aimed at enhancing processes and optimizing overall support service delivery.
• Work under general supervision, maintaining focus on achieving team and organizational goals.

Supplemental

• Manage daily operational requirements and activities as assigned to ensure smooth service delivery.
• Generate and disseminate regular reports (daily, weekly, monthly) to both internal and external stakeholders.
• Perform daily reconciliation for activities between Avertra and client systems to ensure data accuracy and alignment.
• Participate in daily Scrum calls for all supported clients, contributing to progress updates and team collaboration.
• Engage in system testing and documentation efforts to ensure software functionality and support readiness.
• Address customer inquiries and special requests as directed by the manager and team.
• Build and maintain professional relationships with customers and internal teams to better understand business needs and requirements.
• Collaborate with team members to meet project deadlines and address any risks that may impact customer operations or service delivery.
• Assist in the development and maintenance of Help Desk policies and procedures, including managing relevant documentation (FAQs, POC lists, etc.).
• Ensure timely delivery of break fixes and enhancements, meeting established schedules.
• Provide comprehensive technical support to end users, resolving a wide range of technical issues.
• Respond to support requests through phone, email, and other channels, ensuring a high level of responsiveness and adherence to service level agreements.
• Meet service level agreements by ensuring that all calls and emails are answered within the designated timeframes.
• Maintain service levels by ensuring that the Average Handling Time (AHT) for phone calls aligns with established targets.

Requirements

Needed Competencies

• Tech-savvy. Basic understanding of SAP and/or databases (SQL) is a plus.
• Capable of building strong, professional relationships with customers—someone with a great personality who fosters trust, engagement, and long-term connections.
• Accommodate to changing priorities and manage expectations accordingly
• Must maintain confidentiality, demonstrate empathy and diplomacy in all interactions, anticipate diverse inquiries, and exercise sound judgment.
• Ability to speak and write clearly and accurately in English.
• Willingness to cooperate with others and work to the greater good;
• Strong ability to prioritize effectively, balancing customer interests and relationships while meeting deadlines with precision

Knowledge, Skills and Abilities

• Candidate must possess excellent spoken and written English skills
• Must be tech-savvy with a natural curiosity to explore, troubleshoot, and independently resolve technical challenges.
• Able to support customers and end users remotely via phone or online chat.
• Skilled in handling challenging customer interactions with professionalism and composure.
• Must possess at least an intermediate skill level of MS, Word, Excel and PowerPoint.
• Knowledge of customer service principles and best practices; Active listening skills, effective communication, problem solving, accountability, etc
• Exhibits strong ownership and accountability, with the ability to work independently and meet goals with minimal supervision.

Preferences

• Knowledge of or experience working with ticketing systems like Jira
• Experience in a SaaS B2B environment—ideally with enterprise accounts
• Basic understanding of SAP and/or databases (SQL)
• Utility Industry Experience would be a plus

Education

Completed or in-progress undergraduate studies in Industrial Engineering, Business Administration, or equivalent experience.

Experience

• 1–3 years of experience in technical support, customer service, or customer success preferably in a SaaS B2B environment

What we can promise you

• You’ll join a global family of awesome, passionate people that are working together to build a sustainable, scalable ecosystem committed to using logic to create a better experience.
• We want you to help us become better. You will be empowered to drive change and innovate.
• That we will invest in you. We will give you the opportunity to master your domain and drive excellence.