Junior Support Specialist

leantechio; Medellín; Hybrid; COP 22,320,000 - 44,640,000; Full time

Job summary

Global Technology Services in Medellín, Colombia, is looking for a Junior Support Specialist to join our growing team. You will be the first point of contact for customer inquiries in a fast-paced B2B SaaS environment, handling tickets, calls, emails, and Zoom sessions to deliver timely resolutions.

You will work hybrid from Medellín, collaborate with Customer Success and Engineering, document issues in Jira and Zendesk, and strive to understand complex business requirements to tailor support

Qualifications

• 1-4 years of experience in customer support in B2B SaaS.
• Direct experience with CRMs, especially in reporting, integrations, and automation.
• Experience with Help Desk software Jira and Zendesk.
• Excellent oral and written communication and presentation skills.
• Proven success in managing multiple active support projects with stakeholders.
• Growth mindset and passion for continuous improvement.
• Call center experience within the behavioral health space is a plus.

Responsibilities

• Serve as the first point of contact for support tickets via our help desk, phone support, and other channels.
• Handle phone calls, emails, Zoom sessions, and tickets, aiming for first-call resolutions and timely responses.
• Report and document product bugs or issues in Jira and Zendesk for engineering escalation.
• Understand and address complex business requirements by leveraging workflows and CRM best practices.
• Provide support for Customer Success teams handling complex customer requests or integrations.
• Communicate professionally with multiple customer stakeholders, informing them of actions and progress.
• Participate in cross-functional knowledge transfer sessions, product training, and initiatives.
• Contribute to developing best practices, standards, and processes to improve team efficiency.
• Identify opportunities for knowledge management and service automation.

Skills

Project management

Client communication

Requirements analysis

Tools

Jira

Zendesk

Job description

Company Overview:

Global Technology Services, located in Medellín, Colombia, is a fast-growing organization with a strong network in software development and IT services across the entertainment, finance, and logistics sectors. Our professionals engage with diverse teams in Latin America and the U.S., contributing to innovative solutions that drive industry change. We offer substantial growth opportunities, career development, and exposure to cutting-edge engineering.

We are now looking for a dedicated Junior Support Specialist to join our growing team and contribute to our operation.

Position Title: Junior Support Specialist

Location: Hybrid - Medellin

What you will be doing:

We are seeking an experienced Support Specialist to join our fast-paced, dynamic team. The ideal candidate will have 1-4 years of experience in customer support within the B2B SaaS space and possess a strong understanding of CRM best practices and processes. This role requires excellent project management skills, client communication expertise, and the ability to understand complex business requirements to deliver tailored support solutions. Your responsibilities include:

• Serve as the first point of contact for support tickets via our help desk, phone support, and other communication channels.
• Handle phone calls, emails, Zoom sessions, and tickets, aiming for first-call resolutions and timely responses.
• Report and document product bugs or issues in Jira and Zendesk for engineering escalation.
• Understand and address complex business requirements by leveraging workflows, customizing reports, and utilizing industry best practices in CRM systems.
• Provide support for Customer Success teams handling complex customer requests or integration configurations.
• Communicate professionally with multiple customer stakeholders, ensuring they are informed of the latest actions, next steps, and overall progress.
• Participate in cross-functional knowledge transfer sessions, product training, and strategic initiatives as needed.
• Contribute to the development of best practices, project standards, and methodologies to improve team processes, policies, and procedures.
• Identify opportunities for knowledge management, documentation, and service automation, and assist in creating these tools.

Requirements & Qualifications:

To excel in this role, you should possess:

• 1-4 years of experience in customer support, onboarding, training, or sales engineering in B2B SaaS.
• Direct experience with CRMs, particularly in reporting, integrations, and automation.
• Experience with Help Desk Software for example Jira and Zendesk
• Exceptional oral and written communication and presentation skills, with the ability to simplify complex concepts for various audiences.
• Proven success in managing multiple active support projects, each with multiple stakeholders.
• Strong critical thinking skills, a growth mindset, and a passion for continuous improvement.
• Enthusiasm for contributing to a meaningful industry and conveying that excitement to create momentum and deliver exceptional customer experiences.
• Call center experience within the behavioral health space is a plus.

Why you will love GTS:

• 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.

Join Global Technology Services and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will be vital to our continued success. Lean Tech is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.