Customer Support Specialist (Technical / SaaS)

Roca Alliances; Medellín; On-site; COP 36,000,000 - 60,000,000; Full time

Benefits offered by this job

Competitive salary in COP

Continuous training and mentoring

Work with a leading global company

Growth opportunities in a growing team

Collaborative, innovative culture

Job summary

Roca Alliances is seeking a Customer Support Specialist (Technical / SaaS) in Medellín to deliver expert support to the client's end users. You will handle tickets via our ticketing system, provide timely software issue resolutions, and contribute to knowledge base content as a Level 2 resource.

You should be fluent in English, have proven experience in software or IT support, and be comfortable working independently with a proactive, customer-first approach and a readiness to learn continuously.

Qualifications

• Proven experience in customer or technical support, ideally in software or IT.
• Strong analytical, problem-solving and troubleshooting skills.
• Ability to manage multiple tickets and prioritize in a fast-paced environment.
• Excellent verbal and written communication, with a customer-first mindset and empathy.
• Able to work independently and collaborate effectively in a team.
• Technical proficiency with software systems, hardware and network connectivity.
• Hands-on experience with Zendesk (Support, Talk, Guide).
• Hands-on experience with REST APIs, webhooks and basic payload mapping and testing (e.g., Postman).
• Practical SQL (SELECT, JOIN, GROUP BY), relational modeling basics and troubleshooting data discrepancies.
• Advanced English.

Responsibilities

• Provide analytical, technical and administrative support for software planning, installation and troubleshooting.
• Support the installation, maintenance and troubleshooting of the client's proprietary software.
• Be the main point of contact for end users with application issues, by phone, ticket or email.
• Set aside dedicated time to resolve user issues promptly.
• Keep detailed, accurate records of every case in the ticketing system.
• Write and update knowledge base articles, and research new features to expand them.
• Act as subject matter expert for client questions and software support inquiries.
• Collect logs, data and workflows to support Level 2 teams, and manage escalations from Level 1 to Level 2.
• Take part in a rotating on-call schedule for after-hours support.
• Keep building your knowledge of software, hardware, network connectivity and peripherals.

Skills

Customer support

Analytical thinking

Troubleshooting

Ticket management

Communication

Independent work

REST APIs

SQL

Advanced English

Tools

Zendesk (Support, Talk, Guide)

Postman

Jira

Job description

Customer Support Specialist (Technical / SaaS)

Medellin, Colombia

At Roca Alliances Our mission is to inspire nearshore outsourcing to Latin America, as our expertise is providing customized services to help companies from the U.S., Canada, and Europe expand their operations through guided entry with our consolidated experience in the Latin American region. We are an expert recruitment firm, 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 to inspire and help businesses thrive by delivering the right professionals to meet their needs.

Job Description

Customer Support Specialist (Technical / SaaS)

About the client

Our client is a global SaaS company whose AI-powered platform helps grocery and convenience retailers run their stores, connecting fresh, center store, eCommerce and direct store delivery operations to improve sales, reduce waste and strengthen food safety.

About the role

The Customer Support Specialist delivers technical support to the client's end users, fielding calls and responding through the ticketing system so users get timely solutions to software issues. Working with minimal supervision, you will be a key contributor to the knowledge base and a subject matter expert for client questions, reporting to the Customer Support Manager. The role suits a proactive person with strong emotional intelligence and a commitment to continuous learning.

What you’ll do

• Provide analytical, technical and administrative support for software planning, installation and troubleshooting.
• Support the installation, maintenance and troubleshooting of the client's proprietary software.
• Be the main point of contact for end users with application issues, by phone, ticket or email.
• Set aside dedicated time to resolve user issues promptly.
• Keep detailed, accurate records of every case in the ticketing system.
• Write and update knowledge base articles, and research new features to expand them.
• Act as subject matter expert for client questions and software support inquiries.
• Collect logs, data and workflows to support Level 2 teams, and manage escalations from Level 1 to Level 2.
• Take part in a rotating on-call schedule for after-hours support.
• Keep building your knowledge of software, hardware, network connectivity and peripherals.

Requirements

Required

• Proven experience in customer or technical support, ideally in software or IT.
• Strong analytical, problem-solving and troubleshooting skills.
• Ability to manage multiple tickets and prioritize in a fast-paced environment.
• Excellent verbal and written communication, with a customer-first mindset and empathy.
• Able to work independently and collaborate effectively in a team.
• Technical proficiency with software systems, hardware and network connectivity.
• Hands-on experience with Zendesk (Support, Talk, Guide).
• Hands-on experience with REST APIs, webhooks and basic payload mapping and testing (e.g., Postman).
• Practical SQL (SELECT, JOIN, GROUP BY), relational modeling basics and troubleshooting data discrepancies.
• Advanced English.

Nice to have

• Zendesk administration: roles and permissions, SLAs, triggers and automations, views and macros, Talk / IVR routing and schedules.
• Experience with Jira or other service or work management platforms.
• Familiarity with IT support frameworks.
• Exposure to enterprise SaaS environments.
• A calm approach under pressure and escalations.
• Connecting Zendesk to BI tools (Domo, Looker, Tableau, Power BI) or data pipelines.

Benefits

• Competitive salary in Colombian pesos (COP)
• Continuous training and mentoring
• Work with a leading global company
• Growth opportunities in a growing team
• A collaborative, innovative culture