Product Support Specialist

Neostella, Inc.; Medellín; Hybrid; COP 24,000,000 - 36,000,000; Part time

Benefits offered by this job

Health insurance

Flexible hours

Hybrid/Remote work

English classes

Career growth

Job summary

Neostella, Inc. is seeking a Product Support Specialist to be the first contact for product support inquiries and to troubleshoot application-related issues.

You will respond to tickets, log and categorize requests, apply SOPs, and escalate complex problems to Product and Development teams. The role emphasizes documenting steps, maintaining knowledge base articles, and delivering clear, customer-friendly guidance while meeting SLAs.

Qualifications

• 2+ years of experience in IT support
• B2–C1 level proficiency in English, both written and spoken
• Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox)
• Experience creating, updating, and maintaining knowledge base articles and internal documentation
• Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations
• Proven ability to analyze issues, identify root causes, and apply effective solutions
• Strong organizational skills and the ability to prioritize tasks under pressure
• Excellent attention to detail in work and communication
• Willingness to work on Colombian holidays
• Successful completion of a required assessment

Responsibilities

• Serve as the first point of contact for product support inquiries.
• Respond to tickets, emails, chats, and calls professionally and in a timely manner.
• Log, monitor, and categorize incoming support requests across supported product lines.
• Apply standard operating procedures (SOPs) to resolve common technical issues.
• Perform initial diagnosis and troubleshooting of application-related problems.
• Escalate complex or unresolved issues to Product and Development teams using established protocols.
• Document troubleshooting steps, solutions, and outcomes in the knowledge base.
• Support customers with product-related questions, configurations, and basic usage guidance.
• Collaborate with the team to meet service level agreements (SLAs).
• Participate in team meetings to share updates, recurring issues, and opportunities for improvement.

Skills

IT support

English proficiency

Cloud platforms

Knowledge base

Troubleshooting

Root cause analysis

Documentation

Prioritization

Attention to detail

Holiday work

Tools

Zendesk

Jira

Job description

At Neostella, we pride ourselves on delivering exceptional client support through innovation, expertise, and a customer-first approach. We help our clients maximize the value of their technology by addressing issues quickly and effectively, allowing them to focus on growing their businesses.

We are looking for a Product Support Specialist to serve as the first point of contact for product support inquiries. This role involves troubleshooting application-related issues, responding to customer questions, documenting solutions, and collaborating with Product and Development teams to resolve more complex problems. The ideal candidate has a strong analytical mindset, excellent written and verbal communication skills, and a background in IT support. They should be comfortable managing multiple requests, following established procedures, and providing clear, customer-friendly guidance while maintaining a high standard of service.

Key Responsibilities:

• Serve as the first point of contact for product support inquiries.
• Respond to tickets, emails, chats, and calls professionally and in a timely manner.
• Log, monitor, and categorize incoming support requests across supported product lines.
• Apply standard operating procedures (SOPs) to resolve common technical issues.
• Perform initial diagnosis and troubleshooting of application-related problems.
• Escalate complex or unresolved issues to Product and Development teams using established protocols.
• Document troubleshooting steps, solutions, and outcomes in the knowledge base.
• Support customers with product-related questions, configurations, and basic usage guidance.
• Collaborate with the team to meet service level agreements (SLAs).
• Participate in team meetings to share updates, recurring issues, and opportunities for improvement.

• 2 + years of experience in IT support function.s
• B2–C1 level proficiency in English, both written and spoken.
• Strong knowledge of Neostella products and related technical terminology, including AWS, SharePoint, and Dropbox.
• Experience creating, updating, and maintaining knowledge base articles and internal documentation.
• Strong written communication skills, with the ability to translate technical issues into clear, customer-friendly explanations.
• Proven ability to analyze issues, identify root causes, and apply effective solutions.Background or experience in IT support functions.
• Strong organizational skills and the ability to prioritize tasks under pressure.
• Excellent attention to detail in work and communication.
• Willingness to work on Colombian holidays.
• Successful completion of a required assessment.

Nice to Have:

• Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
• Interest in developing skills in APIs, JSON, or scripting languages.
• Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.

You will have Undefined Contract, a fast and deep growing career path, pre-paid health insurance coverage with Sura for you and one additional member of your family, flex time, flexibility to work from home or in the office, yearly ophthalmological health bonus, and the opportunity to improve your English skills by working side-by-side with international teams and projects, apart from fully personalized English classes, and more!

*All resumes and application answers must be in English