Customer Support Specialist: Troubleshooting & Insights

LORE; Colombia; A distancia; COP 24.000.000 - 33.000.000; Jornada completa

Descripción de la vacante

Lore is seeking a staff customer support specialist in Colombia. You will provide warm, clear communication, resolve inquiries, and contribute to internal tooling and process improvements.

The role emphasizes translating complex information into user-friendly guidance and identifying root causes to reduce future tickets. You will handle phone and email support, collaborate with cross-functional teams, document interactions, and help refine knowledge resources while maintaining high service

Formación

• 2+ years of experience in customer service or support, preferably in technical environments.
• Excellent written and verbal communication, with the ability to explain complex concepts clearly.
• Strong analytical and problem-solving skills with attention to detail.
• Experience providing phone and email-based support in a fast-paced environment.
• Proficiency with support tools and ticketing systems, or basic tool-building.

Responsabilidades

• Provide timely and professional support to customers via phone and email, ensuring a high-quality service experience.
• Investigate, troubleshoot, and resolve customer issues, escalating complex cases as needed.
• Analyze support trends and recurring issues to identify root causes and recommend improvements.
• Document customer interactions, resolutions, and known issues for internal knowledge sharing.
• Collaborate with cross-functional teams to address product or process gaps impacting customers.
• Contribute to the development and refinement of internal tools, workflows, and support resources.
• Proactively identify opportunities to reduce ticket volume through process improvements and self-service enablement.

Conocimientos

Clear communication

Analytical thinking

Problem-solving

Time management

Multitasking

Phone & email support

Herramientas

Ticketing systems

Basic tool-building

Descripción del empleo

Lore is seeking a staff customer support specialist in Colombia. You will provide warm, clear communication, resolve inquiries, and contribute to internal tooling and process improvements.

The role emphasizes translating complex information into user-friendly guidance and identifying root causes to reduce future tickets. You will handle phone and email support, collaborate with cross-functional teams, document interactions, and help refine knowledge resources while maintaining high service