Customer Support Specialist

present of AI; Medellín; In loco; COP 66.960.000 - 100.440.000; Tempo pieno

Descrizione del lavoro

Allego, a revenue enablement platform, seeks a customer support specialist in Medellín to assist users by phone, email, and screen share. You will troubleshoot software issues or pass them to the right team, explaining technical steps clearly in English and staying calm as the pace changes.

Experience with troubleshooting and using support tools like Zendesk helps, and you will contribute to knowledge base articles and templates to improve self-service.

Competenze

• Experience answering customer questions about software platforms via phone, email, and screen share.
• Ability to clearly explain technical steps in English.
• Strong attention to detail and calm under pressure.

Mansioni

• Answer customer inquiries by phone, email, and screen share and resolve issues or escalate appropriately.
• Draft clear, accurate responses and create knowledge-base content to improve self-service.
• Collaborate with other teams to route issues to the right specialists.

Conoscenze

Clear communication

English proficiency

Troubleshooting

Attention to detail

Calm under pressure

Strumenti

Zendesk

CRM tools

Descrizione del lavoro

The role is about answering customer questions on a software platform by phone, email, and screen share, then fixing the issue or passing it to the right team. A strong candidate explains technical steps clearly in English, stays careful with details, and keeps calm when the pace changes. Past troubleshooting work and some time with support tools like Zendesk or other SaaS products help a lot.

How it fits the AI era

AI tools can now draft replies, suggest answers from help articles, and sort common tickets, so routine questions get faster. The human part is reading what a frustrated customer really needs, spotting patterns in product problems, and knowing when an issue needs a careful hand. Writing clear articles and templates also matters more, since good source material makes both people and AI tools more useful.

How it builds AI experience

Allego sells a platform that includes AI role-play coaching and conversation intelligence, so this job offers close contact with how customers use AI in sales training. Helping customers with those features builds hands-on product knowledge of AI in a business setting. To prepare, try the AI features of a help desk tool, practice writing knowledge base articles, and learn how to test an AI draft for accuracy before sending it.

Worth showing

• Troubleshooting examples
• Zendesk or CRM use
• Knowledge base writing
• Careful attention to detail

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Allego

Allego provides a revenue enablement platform unifying sales training, AI role-play coaching, content management, and conversation intelligence, per the company.