Service Desk Coordinator (Customer Support & SLAs)

Aceolution Inc; Perímetro Urbano Medellín; On-site; COP 20,088,000 - 33,480,000; Full time

Job summary

Aceolution Inc. is seeking a Service Desk Executive in Colombia to handle customer and employee queries and manage service requests within established SLAs.

This role focuses on business and operational support, not technical IT troubleshooting, with duties spanning calls, emails, and chat channels. You will log, categorize, track, and update requests in ticketing systems, coordinate with internal teams, escalate complex issues when needed, and maintain accurate records while upholding

Qualifications

• Excellent verbal and written communication.
• Basic computer knowledge and MS Office proficiency.
• Strong customer service and problem-solving abilities.
• Ability to multitask, prioritize requests, and pay attention to detail.
• Willingness to work rotational shifts, if required.

Responsibilities

• Handle incoming queries via calls, emails, and chat.
• Log, categorize, track, and update service requests in a ticketing or case management system.
• Assist with business processes, account queries, transactions, and service requests.
• Coordinate with internal teams to resolve issues efficiently.
• Escalate complex or unresolved cases to the appropriate departments.
• Maintain accurate case records and follow standard operating procedures.
• Ensure data confidentiality and meet SLA, quality, and customer satisfaction targets.

Skills

Communication skills

Customer service

Problem solving

Multitasking

Attention to detail

Rotational shifts

Tools

MS Office

Job description

Aceolution Inc. is seeking a Service Desk Executive in Colombia to handle customer and employee queries and manage service requests within established SLAs.

This role focuses on business and operational support, not technical IT troubleshooting, with duties spanning calls, emails, and chat channels. You will log, categorize, track, and update requests in ticketing systems, coordinate with internal teams, escalate complex issues when needed, and maintain accurate records while upholding