Software Support Specialist & SME - Zendesk Expert

Roca Alliances; Medellín; Presencial; COP 39.060.000 - 66.960.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Training & mentoring

Career growth

In-office role

Descripción de la vacante

Roca Alliances is seeking a proactive Customer Support Specialist (CSS) to deliver exceptional software support to end users. You will handle calls, tickets, and emails, troubleshoot issues, and provide timely solutions while building strong relationships with clients.

With a focus on knowledge sharing, you will contribute to the knowledge base, act as SME for inquiries, and collaborate with Level 2 teams. This in-office role is based in Medellín, Colombia, offering training and growth

Formación

• Proven experience in customer or technical support (software/IT preferred).
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication with a customer-first mindset.

Responsabilidades

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users.
• Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.
• Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions.
• Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
• Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently.
• Draft and update knowledge base articles for common fixes and continuously research new features or functionality to expand the knowledge base
• Serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance.
• Document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues. Manage escalations from Level 1 to Level 2 for more complex concerns.
• On-Call Support: Participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users.
• Demonstrate strong verbal and written. communication skills, effectively collaborating with end users and team members.
• Prioritize tasks and manage multiple tickets simultaneously.
• Continuously develop and enhance knowledge in software systems, hardware, network connectivity, and peripheral support to stay current with technology trends and improve service quality.
• Perform all other duties or special projects as assigned by the Customer Support Manager or leadership team.

Conocimientos

Customer service

Analytical thinking

Problem solving

Communication

Multitasking

Technical troubleshooting

Herramientas

Zendesk

Jira

REST APIs

SQL

Descripción del empleo

Roca Alliances is seeking a proactive Customer Support Specialist (CSS) to deliver exceptional software support to end users. You will handle calls, tickets, and emails, troubleshoot issues, and provide timely solutions while building strong relationships with clients.

With a focus on knowledge sharing, you will contribute to the knowledge base, act as SME for inquiries, and collaborate with Level 2 teams. This in-office role is based in Medellín, Colombia, offering training and growth