Junior Support Specialist

Lean Tech; Medellín; Hybrid; COP 115,017,444 - 172,526,166; Full time

Benefits offered by this job

Professional development opportunities

Mentorship programs

Collaborative work environment

Job summary

A leading tech company based in Medellín, Colombia is seeking a Junior Support Specialist to provide exceptional client support through various channels. The ideal candidate will have 1-2 years of experience in product support, preferably in a SaaS environment, and exceptional communication skills. Responsibilities include troubleshooting client issues, documenting interactions using tools like Zendesk and JIRA, and enhancing client satisfaction through effective communication. This is a full-time role that offers a hybrid work model.

Qualifications

• 1-2 years of product support experience, preferably in a SaaS company.
• Self-starter mentality to manage support tickets independently.
• Customer-centric mindset to maximize user engagement.

Responsibilities

• Provide client support through help desk chats, emails, and calls.
• Conduct root-cause analysis for client-reported issues.
• Document client interactions in Zendesk and JIRA.

Skills

Strong communication skills (verbal and written)

Creative problem-solver

Technical aptitude

Excellent listening skills

Organizational skills

Tools

Zendesk

JIRA

Salesforce

Power BI

Mirth Connect

XML

SQL

Job description

We are excited to invite you to apply for the Junior Support Specialist position at Lean Tech, a rapidly expanding organization based in Medellín, Colombia.

Our company is at the forefront of software development and IT services, supporting entertainment, financial, and logistics sectors across Latin America and the United States.

Position Title

Support Specialist

Location

Hybrid (4 days on-site)

What you will be doing

• Deliver comprehensive client support through inbound help desk chats, emails, and outbound Zoom and phone calls, ensuring exceptional customer experiences.
• Facilitate troubleshooting sessions to identify issues and re‑educate clients on the optimal use of the company’s products.
• Conduct root‑cause analysis for client‐reported issues in web‑based and mobile applications to ensure timely resolution.
• Utilize general support methodologies and defined troubleshooting procedures to guide internal team members and clients in effectively interacting with the applications.
• Recognize and prioritize critical issues, directing them to the appropriate resources, and ensuring follow‑through to resolution.
• Meticulously document, process, and track client interactions in Zendesk and JIRA for accurate records and continuous improvement.
• Contribute to the company’s knowledge base by updating help center resources to enhance client access to information.
• Develop a deep understanding of our solutions and services, adapting to the dynamic needs of end‑user support.
• Translate technical responses from technical teams into accessible language for effective communication with non‑technical stakeholders.

Requirements & Qualifications

• 1‑2 years of product support experience, preferably in a SaaS company.
• Strong communication skills, both verbal and written, with the ability to translate technical jargon into layman’s terms for non‑technical stakeholders.
• Technical aptitude with an enthusiasm for learning new software tools and skills.
• Excellent listening skills to convert customer communications into actionable support or development tasks.
• Self‑starter mentality with the ability to manage support tickets independently.
• Strong organizational skills, attention to detail, and motivation to document processes diligently.
• Creative problem‑solver capable of resolving issues swiftly and effectively.
• Ability to work under pressure, maintaining professionalism and poise during stakeholder interactions.
• General support methodologies and procedures pertinent to SaaS environments.

Nice to Have Skills

• Familiarity with Mirth Connect for healthcare data integration.
• Basic knowledge of XML for dealing with data formatting and transfer.
• Experience using Salesforce for customer relationship management.
• Understanding of SFTP for secure file transfer capabilities.
• Proficiency in Snowflake for data warehousing and analytics.
• Basic relational database knowledge, including SQL, for data querying.
• Proficiency with Power BI for analytics, as part of regular duties.
• Prior exposure to Zendesk to enhance support ticket management.

Soft Skills

• Exceptional communication skills to convey technical solutions effectively across diverse audiences, ensuring clarity and comprehension for non‑technical stakeholders.
• Strong problem‑solving abilities to swiftly address challenges, leveraging technical proficiency to troubleshoot and devise solutions relevant to SaaS in the healthcare sector.
• Effective collaboration skills, essential for working within a team‑oriented environment to support customer success and harmonize efforts across departments.
• Proactive initiative and self‑motivation, enabling independent management of support tickets and maintaining high performance under pressure.
• Adaptability and organizational skills to prioritize workload efficiently in a fast‑paced setting, managing multiple tasks with attention to detail.
• Customer‑centric mindset, focusing on maximizing user engagement and satisfaction, thus driving value through our solutions.

Why you will love Lean Tech

• Join a powerful tech workforce and help us change the world through technology.
• Professional development opportunities with international customers.
• Collaborative work environment.
• Career path and mentorship programs that will lead to new levels.

Lean Tech is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting