Customer Support Specialist – Enterprise Software

ToolsGroup Inc.

Bogotá ciudad

Hybrid

COP 24,000,000 - 48,000,000

Full time

14 days+

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Job summary

ToolsGroup is seeking an Associate Specialist in Customer Support to join our Global Customer Support team. This role focuses on receiving and triaging tickets, performing initial troubleshooting, and communicating effectively with customers to ensure a high-quality experience.

You will develop expertise in ToolsGroup solutions and be exposed to enterprise software in a fast-paced environment. The position offers growth toward more advanced technical and functional support tasks, including root

Qualifications

1–3 years in technical support or IT-related role.
Strong analytical and problem-solving skills.
Excellent written and verbal communication.
Ability to learn complex software quickly.
Customer-focused with ownership and accountability.

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.
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.
Contribute to continuous improvement of support processes and knowledge sharing.