Mid Helpdesk Support Specialist

Jobvite, Inc.; Colombia; Presencial; COP 27.900.000 - 44.640.000; Jornada completa

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.

Conocimientos

Service Cloud

Documentation

Windows OS

Networking basics

Troubleshooting

Customer service

Educación

Associate degree in technology-related field

Herramientas

Salesforce

Descripción del empleo

Company Overview:

Global Technology Services is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America, Philippines and the United States, contributing to cutting-edge developments in multiple industries.

Position Title: Mid Helpdesk Support Specialist

Location: Colombia

What you will be doing:

The Helpdesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud (Salesforce). This role is essential in addressing primary technical concerns, with opportunities to elevate complex issues. Key duties include maintaining accurate documentation, contributing to the knowledgebase development, and efficiently supporting customer requirements through effective communication. Collaborating within a dynamic team, this position offers exposure to new technologies and involvement in various projects, enhancing the support framework and processes of the organization.

• Provide Level 1 support via the Service Cloud ticketing system and phone (Salesforce preferred), resolving basic technical issues efficiently.

• Escalate unresolved issues to Level 2 support, ensuring a smooth transition and resolution process.

• Document all customer interactions and technical issues meticulously in the Service Cloud system.

• Assist in the creation and updating of knowledgebase articles and troubleshooting documents to improve support resources.

• Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction.

• Monitor key metrics and KPIs to track performance, identifying areas for improvement and implementing relevant strategies.

• Engage in internal training programs to enhance skills and contribute to team development.

Required Skills & Experience

To excel in this role, you should possess:

• Associate degree in a 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 Operating Systems, general networking, and basic troubleshooting techniques.

• Ability to quickly learn new technologies and adapt to a fast-paced environment.

• Prior experience in customer service or technical support is preferred.

Soft Skills

• Strong communication skills, both written and verbal, are essential for effectively interacting with customers and internal teams, ensuring seamless support delivery and maintaining customer satisfaction.

• Adaptability and a proactive problem-solving attitude enable quick learning of new technologies and swift response to dynamic challenges in a fast-paced environment.

• Team collaboration is crucial, as the role involves working alongside colleagues in joint projects and contributing to the overall team performance through shared knowledge and insights.

• Customer-focused mindset is important, leveraging customer service experience to build relationships and advocate for customer needs, ensuring their feedback is addressed appropriately.

• Takes responsibility and drives projects forward with a strong sense of accountability.

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