Optimization Support

Provana; Perímetro Urbano Medellín; Presencial; COP 58.032.000 - 100.440.000; Jornada completa

Descripción de la vacante

Provana in Medellín, Colombia, seeks an Optimization Support specialist to back Implementation and Managed Services, owning assigned tasks, troubleshooting issues, and optimizing workflows and automations.

You’ll work hands-on with legal tech platforms and CRMs, map data, configure automations, and communicate with clients to gather requirements, with autonomy once directed. A consulting mindset is valued.

Formación

• 1-3 years of experience in a CRM or legal tech support role.
• Hands-on experience with Filevine or Salesforce administration.
• Experience configuring or working with automations.
• Intermediate Excel skills (formulas, lookups, data cleanup, basic pivot).
• Bilingual English and Spanish required for client communication.
• Strong problem-solving and ability to work autonomously.

Responsabilidades

• Provide ongoing support for customer configurations, resolving issues and requests accurately and on time.
• Troubleshoot and diagnose problems across data models, permissions, automations, workflows, and reports.
• Configure and adjust automations, workflows, permissions, reports/dashboards, and document templates.
• Support data-related tasks, including mapping and cleanup of legacy data.
• Identify and recommend improvements to workflows and automations.
• Communicate with clients to gather requirements, clarify issues, and confirm resolutions.
• Log and manage client requests as tickets via email and internal channels.
• Keep the case management system accurate and up to date.
• Support the delivery team with documentation, milestone tracking, and system updates.
• Attend project and support meetings with increasing ownership.

Conocimientos

CRM experience in support

Legal tech familiarity

Automation configuration

Excel intermediate

Autonomous work style

Bilingual English/Spanish

Troubleshooting skills

Customer communication

Herramientas

Filevine

Salesforce administration

Descripción del empleo

Role Summary

The Optimization Support role provides hands-on support to the Implementation and Managed Services teams, helping ensure that customer legal tech tool setups run smoothly and continue to improve over time. Working with initial direction from the Optimization Consultant, this specialist independently owns assigned support tasks, troubleshoots and resolves issues, and identifies opportunities to optimize existing workflows and automations.

This role is ideal for someone hands-on with legal-tech platforms and CRMs, comfortable with data and automation work, and able to operate autonomously once given direction. A consulting mindset - always looking for ways to improve a client’s process, not just fix what’s broken - is central to success here.

Key Responsibilities

• Provide ongoing support for customer configurations, resolving issues and requests accurately and on time
• Troubleshoot and diagnose problems across data models, permissions, automations, workflows, and reports
• Configure and adjust automations, workflows, permissions, reports/dashboards, and document templates
• Support data-related tasks, including mapping and cleanup of legacy data
• Identify and recommend improvements to existing workflows and automations (optimization focus)
• Communicate directly with clients to gather requirements, clarify issues, and confirm resolutions
• Log and manage client requests as tickets via email and internal platform support channels
• Keep the case management system accurate and up to date
• Support the delivery team with documentation, milestone tracking, meeting notes, and system updates
• Attend project and support meetings, taking on increasing ownership as experience grows

Required Qualifications

• 1-3 years of relevant experience in a CRM, legal tech, or platform support/implementation role
• Hands-on experience with legal tech tools (Filevine) or demonstrated hands-on CRM experience (e.g., Salesforce administration or similar)
• Experience configuring or working with automations
• Intermediate Excel skills (formulas, lookups, data cleanup, basic pivot tables)
• Strong problem-solving skills and the ability to work autonomously with minimal supervision
• Demonstrated adaptability - comfortable learning new tools and adjusting to changing priorities
• Bilingual proficiency in English and Spanish (written and verbal), required for direct client communication
• Clear, reliable communication and strong attention to detail

Preferred / Nice to Have

• Demonstrated ability to learn new tools quickly
• Experience with data migration or mapping from legacy systems
• Familiarity with reporting and dashboard configuration
• Experience with additional automation tools
• Experience as a Paralegal or knowledge of the legal case life cycle

The specialist is expected to continually build knowledge of:

Product & Process Knowledge (Growth Areas)

• Product functionality, configuration options, and integrations
• Implementation and support processes
• Industry and customer use cases

What Success Looks Like

• Support tasks and requests resolved on time and within scope
• Issues consistently resolved with minimal need for escalation
• Proactive identification of risks and optimization opportunities
• Low rework and reliable, repeatable delivery quality