Software & API Support Specialist

roca-alliances-sa; Medellín; Presencial; COP 24.000.000 - 48.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Continuous training

Growth opportunities

In-Office role

Descripción de la vacante

Roca Alliances in Medellín, Colombia, seeks a Customer Support Specialist to deliver exceptional technical assistance, handle end-user tickets, and contribute to knowledge base enhancements. The role emphasizes Zendesk proficiency, API familiarity, and strong communication within a distributed team.

The CSS will support software users, manage escalations to Level 2, and participate in after-hours on-call rotations to ensure continuous service quality and user satisfaction.

Formación

• Experience in customer or technical support, preferably software/IT.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication with a customer-first mentality.

Responsabilidades

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting.
• Support installation, maintenance, and troubleshooting of proprietary software systems.
• Act as primary contact for end users with application issues via calls, tickets, or emails.
• Schedule time to resolve user issues promptly and efficiently.
• Maintain detailed records of all support cases in the ticketing system.

Conocimientos

Customer support

Technical support

Zendesk

REST APIs

SQL

Communication

Troubleshooting

Multitasking

Teamwork

Network concepts

Hardware knowledge

Herramientas

Jira

Descripción del empleo

Roca Alliances in Medellín, Colombia, seeks a Customer Support Specialist to deliver exceptional technical assistance, handle end-user tickets, and contribute to knowledge base enhancements. The role emphasizes Zendesk proficiency, API familiarity, and strong communication within a distributed team.

The CSS will support software users, manage escalations to Level 2, and participate in after-hours on-call rotations to ensure continuous service quality and user satisfaction.