Customer Support Specialist

Roca Alliances; Medellín; Presencial; COP 33.480.000 - 61.380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary COP

Continuous training

Leading global company

Career growth

Collaborative culture

Descripción de la vacante

Roca Alliances in Medellín seeks a Customer Support Specialist to deliver exceptional software support for end users, handling tickets, calls, and emails with empathy and problem-solving focus. You will work with Zendesk, REST APIs, and logs, escalate to Level 2 when needed, maintain knowledge base, and collaborate with a global team during rotating on-call shifts in Colombia time zones.

Join a dynamic team offering continuous training, growth opportunities, and a collaborative culture at a

Formación

• 3+ years in customer/technical support (software/IT preferred)
• Strong analytical and troubleshooting skills
• Ability to multitask in a fast-paced environment
• Excellent verbal and written communication with a customer-first mindset
• Independent worker who collaborates well in a team
• Proficiency with Zendesk (Support/Talk/Guide)
• Experience with REST APIs, webhooks, and Postman for testing
• SQL basics and data integrity troubleshooting

Responsabilidades

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software apps are effectively utilized by end users.
• Support the installation, maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.
• Act as the primary point of contact for end users experiencing application software issues via calls, tickets, or emails.
• Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
• Maintain detailed records of all support cases in the ticketing system, ensuring issues are tracked and resolved efficiently.
• Draft and update knowledge base articles for common fixes and expand the knowledge base with new features.
• Serve as the SME for client questions and software support inquiries with accurate assistance.
• Collect logs/data/workflows to assist Level 2 with escalated issues; manage escalations from Level 1 to 2.
• On-Call Support: participate in rotating on-call schedule for after-hours support.
• Demonstrate strong verbal and written communication, collaborating with end users and team members.
• Prioritize tasks and manage multiple tickets simultaneously.
• Continuously develop knowledge of software, hardware, networks, and peripherals to improve service quality.
• Perform other duties or special projects as assigned by Customer Support Manager.

Conocimientos

Customer support experience

Analytical thinking

Multitasking

Communication skills

Team collaboration

Tech literacy

Zendesk experience

REST APIs & Postman

SQL basics

Herramientas

Zendesk (Support/Talk/Guide)

Postman

Jira

Descripción del empleo

Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We deliver tailored hiring solutions to ensure the perfect match for each role. With deep insight into industry trends, we drive targeted, efficient recruitment that builds long-lasting partnerships and supports business growth. Our mission is simple: help businesses thrive by delivering the right professionals to meet their needs.

Position Overview:

The Customer Support Specialist (CSS) is a proactive and driven professional dedicated to

delivering exceptional customer service. With a strong sense of emotional intelligence,

self-awareness, and a commitment to continuous learning, the CSS plays a vital role in

supporting end users. They provide technical support by fielding calls and responding to

requests through the ticketing system, ensuring that users receive timely solutions to software

issues. Working with minimal supervision, the CSS is also a key contributor to the knowledge

base and acts as a subject matter expert (SME) for client inquiries.

Key Responsibilities

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users.
• Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.
• Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions.
• Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
• Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently.
• Draft and update knowledge base articles for common fixes and continuously research new features or functionality to expand the knowledge base
• Serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance.
• Document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues. Manage escalations from Level 1 to Level 2 for more complex concerns.
• On-Call Support: Participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users.
• Demonstrate strong verbal and written. communication skills, effectively collaborating with end users and team members.
• Prioritize tasks and manage multiple tickets simultaneously.
• Continuously develop and enhance knowledge in software systems, hardware, network connectivity, and peripheral support to stay current with technology trends and improve service quality.
• Perform all other duties or special projects as assigned by the Customer Support Manager or leadership team.

Required Skills & Experience

• Proven experience in customer or technical support (software/IT preferred).
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.
• Works independently and collaborates effectively in a team.
• Technical proficiency with software systems, hardware, and network connectivity.
• Hands-on experience with Zendesk (Support/Talk/Guide).
• APIs & integrations: hands-on with REST APIs, webhooks, and basic payload mapping/testing (e.g., Postman).
• Database concepts: practical SQL (SELECT/JOIN/GROUP BY), relational modeling basics, data integrity, and troubleshooting data discrepancies.

Preferred Qualifications

• Zendesk administration expertise: roles/permissions, SLAs, triggers/automations, views/macros, Talk/IVR routing & schedules.
• Experience with Jira or other customer service/work management platforms.
• Familiarity with IT support concepts and troubleshooting frameworks.
• Exposure to enterprise SaaS environments.
• Self-driven, continuous learner with a calm approach under pressure/escalations.
• Bonus: experience connecting Zendesk to BI tools (Domo/Looker/Tableau/Power BI) or data pipelines

Soft Skills

• Fast learner with a proactive mindset.
• Highly collaborative, adaptable, and able to work in a distributed, cross-cultural team.
• Strong problem-solving and analytical thinking.

Join us and be part of a company transforming businesses globally

Competitive salary in Colombian pesos (COP)

Continuous training and mentoring

Work with a Leading Global company

Growth Opportunities: Join a growing team with plenty of room for career advancement.

Collaborative Culture: Work alongside passionate professionals in an innovative environment.

In-Office Role: Excellent opportunity to collaborate with Leadership in Medellín's modern office.

Tuesday through Saturday.12:00 p.m. to 9:00 p.m. ET schedule.

This is an Excellent Opportunity!

** Only resumes in English will be considered for this position **