Software Support Specialist - Tech & Zendesk Expert

Roca Alliances; Medellín; Presencial; COP 33.480.000 - 61.380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary COP

Continuous training

Leading global company

Career growth

Collaborative culture

Descripción de la vacante

Roca Alliances in Medellín seeks a Customer Support Specialist to deliver exceptional software support for end users, handling tickets, calls, and emails with empathy and problem-solving focus. You will work with Zendesk, REST APIs, and logs, escalate to Level 2 when needed, maintain knowledge base, and collaborate with a global team during rotating on-call shifts in Colombia time zones.

Join a dynamic team offering continuous training, growth opportunities, and a collaborative culture at a

Formación

• 3+ years in customer/technical support (software/IT preferred)
• Strong analytical and troubleshooting skills
• Ability to multitask in a fast-paced environment
• Excellent verbal and written communication with a customer-first mindset
• Independent worker who collaborates well in a team
• Proficiency with Zendesk (Support/Talk/Guide)
• Experience with REST APIs, webhooks, and Postman for testing
• SQL basics and data integrity troubleshooting

Responsabilidades

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software apps are effectively utilized by end users.
• Support the installation, 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 via calls, tickets, or emails.
• Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
• Maintain detailed records of all support cases in the ticketing system, ensuring issues are tracked and resolved efficiently.
• Draft and update knowledge base articles for common fixes and expand the knowledge base with new features.
• Serve as the SME for client questions and software support inquiries with accurate assistance.
• Collect logs/data/workflows to assist Level 2 with escalated issues; manage escalations from Level 1 to 2.
• On-Call Support: participate in rotating on-call schedule for after-hours support.
• Demonstrate strong verbal and written communication, collaborating with end users and team members.
• Prioritize tasks and manage multiple tickets simultaneously.
• Continuously develop knowledge of software, hardware, networks, and peripherals to improve service quality.
• Perform other duties or special projects as assigned by Customer Support Manager.

Conocimientos

Customer support experience

Analytical thinking

Multitasking

Communication skills

Team collaboration

Tech literacy

Zendesk experience

REST APIs & Postman

SQL basics

Herramientas

Zendesk (Support/Talk/Guide)

Postman

Jira

Descripción del empleo

Roca Alliances in Medellín seeks a Customer Support Specialist to deliver exceptional software support for end users, handling tickets, calls, and emails with empathy and problem-solving focus. You will work with Zendesk, REST APIs, and logs, escalate to Level 2 when needed, maintain knowledge base, and collaborate with a global team during rotating on-call shifts in Colombia time zones.

Join a dynamic team offering continuous training, growth opportunities, and a collaborative culture at a