Remote SaaS Support Specialist — Permits & Accounts

INGEPSY; Perímetro Urbano Barranquilla; A distancia; COP 136.745.000 - 195.351.000; Jornada completa

Descripción de la vacante

INGEPSY is seeking a Customer Support Representative for a 100% remote role (Barranquilla, Atlántico, Colombia) to assist construction permitting contractors in a fast-growing SaaS environment. You will handle inbound calls, guide users through permit filings, manage accounts, and use CRM systems.

The role emphasizes problem solving, ownership, and collaboration with product and operations teams. Strong English and Excel skills are required, with a webcam and reliable internet for full-time

Formación

• Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.
• Full fluency in English, both spoken and written.
• Proficiency in Microsoft Excel and comfort with spreadsheets.
• Reliable high-speed internet for full-time remote work and video calls.
• Working webcam for meetings and training.
• Experience with GoHighLevel, HubSpot or similar CRM platforms.
• Experience identifying process improvements or contributing to operational improvements.

Responsabilidades

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Resolve questions related to permit status, document uploads, account setup, and billing.
• Use critical thinking to determine the best resolution when situations fall outside existing processes.
• Take ownership of customer issues through resolution, escalating when necessary.
• Follow up with customers via phone or email to confirm issues are resolved.
• Log all interactions accurately in the CRM system.
• Maintain a thorough working knowledge of the platform and permitting workflows.
• Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets.
• Meet or exceed individual performance metrics including call volume, first-call resolution, and customer satisfaction scores.
• Identify recurring issues, inefficiencies, and improvement opportunities.
• Communicate insights and suggestions to product and operations teams.

Conocimientos

Customer support

Phone-based work

English fluency

CRM knowledge

Excel

Herramientas

GoHighLevel

HubSpot

CRM platforms

Descripción del empleo

INGEPSY is seeking a Customer Support Representative for a 100% remote role (Barranquilla, Atlántico, Colombia) to assist construction permitting contractors in a fast-growing SaaS environment. You will handle inbound calls, guide users through permit filings, manage accounts, and use CRM systems.

The role emphasizes problem solving, ownership, and collaboration with product and operations teams. Strong English and Excel skills are required, with a webcam and reliable internet for full-time