IT Support Specialist — SQL & Excel Expert

Star Consulting Group - Colombia, Perú & Panamá; Colombia; Remote; COP 90,971,944 - 127,360,721; Full time

Job summary

A consulting firm in Colombia is seeking a Support Specialist to ensure high-quality customer service and resolve technical issues efficiently. The ideal candidate will hold a Bachelor's degree in systems engineering, possess advanced Excel skills, and demonstrate strong problem-solving abilities. Responsibilities include documentation of support issues, performance reviews of the software support logs, and improvement of service processes. Proficiency in English is required. This is a full-time on-site role.

Qualifications

• Excellent business English is a must.
• Must have strong interpersonal skills.
• A team player that can also work independently.

Responsibilities

• Ensure customer requirements are met with high quality of service.
• Identify the need for new enhancements to existing software.
• Engage appropriate internal resources to resolve technical issues.

Skills

Advanced use of Excel

Strong presentation skills

Interpersonal communication

Problem-solving

Critical judgement

Time management

Education

Bachelor's degree in systems engineering or related field

Job description

POSITION DESCRIPTION

Reporting to the Support Manager, the Support Specialist will:

• Ensure customer requirements are met with consistently high quality of service
• Identify the need for new enhancements to existing software
• Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
• Ensure that each support issue and resolution is adequately documented
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
• Determine which issues require software support and redirect those that do not to the appropriate resolution team
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Enforces company policies and procedures.

REQUIREMENTS

• Advanced use of Excel
• Bachelor's degree in systems engineering or related field.
• Strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills.
  
• Must have demonstrated the ability to provide consistent, high-quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients via telephone and email.
• Excellent business English is a must
• Excellent interpersonal skills
• A team player than can also work independently
• Critical judgement
• Strong problem-solving skills
• High sense of operational excellence, disciplined working, and effective time management