SaaS Support Specialist - Fast, Proactive Care

StratifyIQ; Colombia; Presencial; COP 39.060.000 - 66.960.000; Jornada completa

Descripción de la vacante

StratifyIQ is seeking a Customer Support Specialist to deliver exceptional assistance across channels and drive customer satisfaction. You will own issues end-to-end, troubleshoot problems, and collaborate with cross-functional teams to resolve complex inquiries.

The role requires 2+ years in customer support, strong English communication, and experience with ticketing systems and CRMs. Join a fast-paced tech environment focused on continuous service improvement.

Formación

• 2+ years of experience in Customer Support, Customer Success, Help Desk, SaaS Support, or similar roles.
• Experience supporting customers in SaaS or technology environments is highly preferred.
• Strong written and verbal English communication skills.
• Experience with ticketing systems such as Zendesk, Freshdesk, Intercom, or similar platforms.
• Experience using CRM systems such as Salesforce, HubSpot, Zoho, or similar tools.
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize urgent issues and manage multiple requests simultaneously.
• Excellent documentation and attention to detail.

Responsabilidades

• Manage customer inquiries across email, chat, and phone channels.
• Own issues from intake to resolution with timely follow-up and clear communication.
• Triage requests, identify priorities, troubleshoot, and escalate when needed.
• Provide fast, professional, accurate responses while upholding service standards.
• Document interactions, steps taken, and resolution details in CRM or ticketing system.
• Handle multiple tickets and conversations while meeting SLAs and deadlines.
• Suggest improvements to knowledge base and internal documentation.
• Coordinate with internal teams to resolve technical, account, billing, or service issues.
• Follow up with customers to ensure concerns are fully addressed.
• Maintain accurate CRM records and customer notes.
• Monitor support trends and customer feedback to improve service quality.

Conocimientos

Customer Support

SaaS

Help Desk

Zendesk

CRM systems

English communication

Herramientas

Zendesk

Freshdesk

Intercom

Salesforce

HubSpot

Descripción del empleo

StratifyIQ is seeking a Customer Support Specialist to deliver exceptional assistance across channels and drive customer satisfaction. You will own issues end-to-end, troubleshoot problems, and collaborate with cross-functional teams to resolve complex inquiries.

The role requires 2+ years in customer support, strong English communication, and experience with ticketing systems and CRMs. Join a fast-paced tech environment focused on continuous service improvement.