Customer Support Specialist - Enterprise Software

ToolsGroup Inc.

Bogotá

On-site

COP 36,000,000 - 52,000,000

Full time

14 days+

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Job summary

ToolsGroup Inc. is seeking an Associate Specialist, Customer Support to join our Global Customer Support team in Bogotá, Colombia.

You will handle incoming tickets, perform initial troubleshooting, and progressively develop expertise in enterprise software solutions and supply chain planning concepts. Within six months, you will own First Line Support tasks, collaborate with Product and Engineering teams, and learn to analyze data flows while delivering an exceptional customer experience.

Qualifications

1-3 years of experience in technical support, software implementation, testing, consulting, or a similar IT-related role.
Strong analytical and problem-solving skills.
Excellent written and verbal communication abilities.
Customer-focused mindset with a strong sense of ownership and accountability.
Ability to quickly learn complex software products and business processes.
Comfortable working in a fast-paced, collaborative environment.

Responsibilities

Receive, triage, and manage customer support tickets.
Perform initial troubleshooting and issue qualification.
Collect relevant information and reproduce reported issues.
Communicate effectively with customers and manage expectations throughout the support process.
Escalate complex issues to specialized teams when necessary.
Develop expertise in ToolsGroup solutions and supply chain planning concepts.
Investigate and analyze customer-reported issues.
Support root cause identification and resolution activities.
Collaborate with Product, Engineering, and other internal teams to resolve customer challenges.
Contribute to continuous improvement of support processes and knowledge sharing.