Enterprise Software Customer Support Specialist

ToolsGroup; Bogotá ciudad; Presencial; COP 35.000.000 - 65.000.000; Jornada completa

Descripción de la vacante

ToolsGroup in Bogotá seeks an Associate Specialist, Customer Support to join our Global Customer Support team. This role focuses on solving problems, handling customer tickets, and building expertise in enterprise software solutions.

The successful candidate will manage requests, perform initial troubleshooting, reproduce issues, and collaborate with Product and Engineering to resolve challenges. There is a clear growth path into advanced technical support.

Formación

• 1–3 years in technical support or related IT roles.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Customer-focused with ownership.
• Ability to learn complex software quickly.
• Comfortable in a fast-paced, collaborative environment.

Responsabilidades

• 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 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.

Conocimientos

Analytical skills

Problem solving

Communication

Ownership mindset

Learning agility

Educación

CS/Engineering/IS/Math/SC degree

Herramientas

SQL

Descripción del empleo

ToolsGroup in Bogotá seeks an Associate Specialist, Customer Support to join our Global Customer Support team. This role focuses on solving problems, handling customer tickets, and building expertise in enterprise software solutions.

The successful candidate will manage requests, perform initial troubleshooting, reproduce issues, and collaborate with Product and Engineering to resolve challenges. There is a clear growth path into advanced technical support.