Helpdesk Support Specialist: Salesforce Focus & Growth

Lean Tech, a Lean Solutions Group Division; Colombia; On-site; COP 28,000,000 - 40,000,000; Full time

Benefits offered by this job

Professional development opportunities

Career path and mentorship program

Collaborative work environment

International clients

Job summary

Lean Tech, a Lean Solutions Group Division, is seeking a Mid Helpdesk Support Specialist in Medellín, Colombia. You will provide Level 1 technical support using Service Cloud, document issues, and collaborate with internal teams to ensure high customer satisfaction.

You will participate in knowledge base development and ongoing training, with opportunities to grow within a dynamic, international team across Latin America, the Philippines, and the United States.

Qualifications

• Associate degree in technology-related field or equivalent experience.
• Experience with Service Cloud (Salesforce preferred) or similar ticketing systems.
• Experience documenting processes and procedures.
• Basic understanding of Windows OS, networking, and troubleshooting techniques.
• Ability to quickly learn new technologies and adapt to a fast-paced environment.
• Prior customer service or technical support experience preferred.

Responsibilities

• Provide Level 1 support via Service Cloud ticketing system and phone, resolving basic technical issues.
• Escalate unresolved issues to Level 2 support while ensuring smooth resolution.
• Document all customer interactions and technical issues in the Service Cloud system.
• Assist in creating and updating knowledge base articles and troubleshooting docs.
• Communicate effectively with internal teams to maintain seamless support delivery.
• Monitor metrics and KPIs to identify improvement opportunities and implement changes.
• Engage in internal training to enhance skills and contribute to team development.

Skills

Communication skills

Adaptability

Team collaboration

Customer-focused mindset

Accountability

Education

Associate degree in technology-related field

Tools

Service Cloud (Salesforce)

Job description

Lean Tech, a Lean Solutions Group Division, is seeking a Mid Helpdesk Support Specialist in Medellín, Colombia. You will provide Level 1 technical support using Service Cloud, document issues, and collaborate with internal teams to ensure high customer satisfaction.

You will participate in knowledge base development and ongoing training, with opportunities to grow within a dynamic, international team across Latin America, the Philippines, and the United States.