SaaS Support Specialist - Growth & Hybrid (Medellín)

Jobvite, Inc.; Medellín; Hybrid; COP 24,000,000 - 36,000,000; Full time

Job summary

Global Technology Services in Medellín, Colombia, is looking for a Junior Support Specialist to join our fast-paced, dynamic team. You will be the first point of contact for support tickets, handling calls, emails, and tickets while documenting bugs for engineering escalation.

You will work with Customer Success to tackle complex requests, leveraging CRM best practices and integrations. Hybrid work options and growth opportunities are offered.

Qualifications

• 1-4 years of experience in customer support, onboarding, training, or sales engineering in B2B SaaS.
• Direct experience with CRMs, particularly in reporting, integrations, and automation.
• Experience with Help Desk Software such as Jira and Zendesk.

Responsibilities

• Serve as the first point of contact for support tickets via our help desk, phone support, and other communication channels.
• Handle phone calls, emails, Zoom sessions, and tickets, aiming for first-call resolutions and timely responses.
• Report and document product bugs or issues in Jira and Zendesk for engineering escalation.
• Understand and address complex business requirements by leveraging workflows, customizing reports, and utilizing industry best practices in CRM systems.
• Provide support for Customer Success teams handling complex customer requests or integration configurations.
• Communicate professionally with multiple customer stakeholders, ensuring they are informed of the latest actions, next steps, and overall progress.
• Participate in cross-functional knowledge transfer sessions, product training, and strategic initiatives as needed.
• Contribute to the development of best practices, project standards, and methodologies to improve team processes, policies, and procedures.
• Identify opportunities for knowledge management, documentation, and service automation, and assist in creating these tools.

Job description

Global Technology Services in Medellín, Colombia, is looking for a Junior Support Specialist to join our fast-paced, dynamic team. You will be the first point of contact for support tickets, handling calls, emails, and tickets while documenting bugs for engineering escalation.

You will work with Customer Success to tackle complex requests, leveraging CRM best practices and integrations. Hybrid work options and growth opportunities are offered.