Customer Support Specialist

StratifyIQ; Colombia; Presencial; COP 39.060.000 - 66.960.000; Jornada completa

Descripción de la vacante

StratifyIQ is seeking a Customer Support Specialist to deliver exceptional assistance across channels and drive customer satisfaction. You will own issues end-to-end, troubleshoot problems, and collaborate with cross-functional teams to resolve complex inquiries.

The role requires 2+ years in customer support, strong English communication, and experience with ticketing systems and CRMs. Join a fast-paced tech environment focused on continuous service improvement.

Formación

• 2+ years of experience in Customer Support, Customer Success, Help Desk, SaaS Support, or similar roles.
• Experience supporting customers in SaaS or technology environments is highly preferred.
• Strong written and verbal English communication skills.
• Experience with ticketing systems such as Zendesk, Freshdesk, Intercom, or similar platforms.
• Experience using CRM systems such as Salesforce, HubSpot, Zoho, or similar tools.
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize urgent issues and manage multiple requests simultaneously.
• Excellent documentation and attention to detail.

Responsabilidades

• Manage customer inquiries across email, chat, and phone channels.
• Own issues from intake to resolution with timely follow-up and clear communication.
• Triage requests, identify priorities, troubleshoot, and escalate when needed.
• Provide fast, professional, accurate responses while upholding service standards.
• Document interactions, steps taken, and resolution details in CRM or ticketing system.
• Handle multiple tickets and conversations while meeting SLAs and deadlines.
• Suggest improvements to knowledge base and internal documentation.
• Coordinate with internal teams to resolve technical, account, billing, or service issues.
• Follow up with customers to ensure concerns are fully addressed.
• Maintain accurate CRM records and customer notes.
• Monitor support trends and customer feedback to improve service quality.

Conocimientos

Customer Support

SaaS

Help Desk

Zendesk

CRM systems

English communication

Herramientas

Zendesk

Freshdesk

Intercom

Salesforce

HubSpot

Descripción del empleo

We are looking for a Customer Support Specialist who is passionate about helping customers, solving problems, and delivering an excellent customer experience.

This is an exciting opportunity for a customer-focused professional with experience in SaaS, technology, customer service, or help desk environments. The ideal candidate is organized, proactive, comfortable managing multiple customer conversations, and confident troubleshooting issues while keeping customers informed throughout the process.

What You'll Do

• Manage customer inquiries and support requests across multiple channels, including email, chat, and phone.
• Own customer issues from initial intake through resolution, ensuring timely follow-up and clear communication.
• Triage incoming requests, identify priorities, troubleshoot issues, and elevate when necessary.
• Provide fast, professional, and accurate responses while maintaining a high standard of customer service.
• Document customer interactions, troubleshooting steps, account information, and resolution details accurately in the CRM or ticketing system.
• Manage multiple open tickets and customer conversations while meeting service-level expectations and deadlines.
• Identify recurring customer questions and issues and contribute to improving internal documentation and knowledge-base resources.
• Coordinate with internal teams to resolve technical, account, billing, or service-related issues.
• Follow up proactively with customers to ensure their concerns have been fully addressed.
• Maintain accurate CRM records, customer notes, tasks, and support documentation.
• Identify opportunities to improve customer experience and support processes.
• Help monitor customer feedback and recurring support trends to improve overall service quality.

What We're Looking For

• 2+ years of experience in Customer Support, Customer Success, Help Desk, SaaS Support, or a similar customer-facing role.
• Experience supporting customers in a SaaS or technology environment is highly preferred.
• Strong written and verbal English communication skills.
• Experience working with ticketing systems such as Zendesk, Freshdesk, Intercom, or similar platforms.
• Experience using CRM systems such as Salesforce, HubSpot, Zoho, or similar tools.
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize urgent issues and manage multiple customer requests simultaneously.
• Strong attention to detail and excellent documentation skills.
• Comfortable working with SLAs, support queues, follow-up deadlines, and performance metrics.
• Ability to remain calm, patient, and professional when dealing with challenging customer situations.
• Highly organized, reliable, proactive, and self-motivated.
• Comfortable working independently while collaborating with remote and cross-functional teams.

Nice to Have

• Experience supporting a high volume of customer requests.
• Experience with technical support or troubleshooting.
• Experience with SaaS platforms and online support portals.
• Experience contributing to knowledge bases or support documentation.
• Experience working with remote or international customers.
• Experience with reporting tools, Excel, or customer support KPIs.

What Success Looks Like

In this role, success means customers receive timely, professional, and effective support. You will take ownership of customer issues, communicate clearly, maintain accurate records, and work proactively to identify solutions and improve the overall customer experience.

If you enjoy solving problems, helping people, and working in a fast-paced technology environment, we would love to hear from you.