Support Coordinator I - LATAM

TechPulse; Medellín; On-site; COP 33,480,000 - 44,640,000; Full time

Benefits offered by this job

Comprehensive health insurance

Paid time off beyond legal requirements

Opportunities for career growth

Job summary

A leading service and support company in Medellín is seeking a Support Coordinator I to manage client service requests and dispatch engineers. The ideal candidate will have B2+ English proficiency and experience in client services, demonstrating excellent interpersonal skills. Key responsibilities include monitoring schedules, maintaining client communication, and ensuring high satisfaction levels. Additional benefits include comprehensive health insurance and paid time off. This position provides opportunities for career growth within the company.

Qualifications

• B2+ English proficiency preferred.
• Experience in Client Services or roles involving significant telephone interaction.
• Familiarity with basic computer and operating system knowledge.

Responsibilities

• Serve as the primary contact for all client service requests.
• Schedule and dispatch service engineers for remote or onsite service.
• Monitor engineer schedules for timely service.
• Maintain communication with clients on service progress.
• Escalate service requests that cannot be scheduled within SLA timelines.
• Ensure high levels of client satisfaction through efficient request handling.

Skills

English proficiency (B2+)

Client service experience

Interpersonal skills

Multi-tasking

Job description

Job Title: Support Coordinator I - LATAM

Location: Lorena neighborhood, Office-based (No remote work initially – possibility to work one day remote after the probation period)

Schedule: Monday through Wednesday, rotating Thursday. 12:00PM - 9:00PM

Salary Range: $3,000,000 - $4,000,000 COP per month, based on experience and English proficiency

Company Overview

Join our dynamic Service and Support team as a Dispatcher, where you will play a critical role in optimizing our technical resources through strategic dispatching of service requests. This position is pivotal in managing both in-house and field technical deployments to ensure we meet our contractual obligations and service level agreements.

Key Responsibilities

• Serve as the primary contact for all client service requests.
• Schedule and dispatch service engineers for remote or onsite service, ensuring optimal utilization of resources.
• Monitor engineer schedules to guarantee timely service and prompt entry of service details.
• Maintain robust communication with clients, updating them regularly on service progress and any upcoming changes.
• Escalate service requests that cannot be scheduled within agreed SLA timelines to ensure prompt resolution.
• Ensure high levels of client service and satisfaction through efficient request handling and resource management.

Qualifications and Experience

• B2+ or better proficiency in English is preferred
• Experience in Client Services or roles involving significant telephone interaction is preferred.
• Familiarity with basic computer and operating system knowledge.
• Excellent interpersonal skills, including effective communication, active listening, and customer care abilities.
• Capable of multi-tasking and quickly adapting to new challenges.

Additional Benefits

• Comprehensive Axa Colpatria Fesalud health insurance (100% employer-paid, after the probation period)
• Paid Time Off beyond legal requirements
• Opportunities for career growth within the company