Helpdesk Support Specialist (Level 1) – Salesforce Pro

Jobvite, Inc.

Colombia

Presencial

COP 27.900.000 - 44.640.000

Jornada completa

Hace 4 días

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Ventajas ofrecidas por este puesto de trabajo

Professional development

International clients

Collaborative environment

Mentorship programs

Descripción de la vacante

Global Technology Services in Medellín, Colombia, seeks a Mid Helpdesk Support Specialist to provide first-level technical support using the Service Cloud. You will resolve basic issues, document interactions, and escalate complex cases to Level 2 while maintaining high customer satisfaction.

You will join a fast-paced team, learn new technologies, contribute to knowledge bases, and help improve support processes.

Formación

Associate degree in a tech field or equivalent experience.
Experience with Service Cloud (Salesforce) or similar ticketing systems.
Experience documenting processes and procedures.
Basic understanding of Windows OS, networking, and troubleshooting.

Responsabilidades

Provide Level 1 support via Service Cloud and phone, resolving basic issues.
Escalate unresolved issues to Level 2 for resolution.
Document all customer interactions and issues in Service Cloud.
Assist in creating and updating knowledgebase articles and troubleshooting docs.
Communicate effectively with internal teams to ensure seamless support.
Monitor KPIs to identify improvement areas and support processes enhancements.
Participate in internal training to grow skills and contribute to the team.