Tech Support Specialist: End-to-End Cases (Part-Time)

ISI; Bogotá ciudad; Híbrido; COP 16.740.000 - 27.900.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Part-time contract (20 hours/week)

Hybrid work (1 day per month at office

International company environment

Descripción de la vacante

ISI is seeking a Technical Customer Support Executive in Bogotá to assist end users and account managers with onboarding, onboarding queries, and issue resolution. You will own cases end-to-end, document steps, and escalate when needed, ensuring timely responses and professional client interactions.

You will collaborate with Product, Engineering, Operations, and Sales, contribute to the knowledge base, and provide frontline support for ISI data and tools. A hybrid schedule is offered.

Formación

• Well-versed in English (verbal and written).
• University student or recent graduate in Economics, Finance, or a related field.

Responsabilidades

• Own and manage customer support cases from intake through resolution, ensuring excellent service and issue resolution.
• Escalate complex issues to appropriate internal teams while maintaining ownership and driving cases to completion.
• Document customer interactions, troubleshooting steps, resolutions, and key findings in the ticketing system.
• Create and maintain internal knowledge base content and documentation for recurring issues and best practices.
• Collaborate with Product, Engineering, Operations, Customer Success, and Account Management to deliver a seamless customer experience.
• Provide frontline support for ISI data, platforms, and tools by diagnosing and resolving user issues.
• Collect customer feedback, identify trends, and share insights for product and process improvements.
• Maintain clear and professional communication with customers and internal stakeholders, adhering to policies.

Conocimientos

English proficiency

Educación

University student or recent graduate in Economics, Finance, or related field

Descripción del empleo

ISI is seeking a Technical Customer Support Executive in Bogotá to assist end users and account managers with onboarding, onboarding queries, and issue resolution. You will own cases end-to-end, document steps, and escalate when needed, ensuring timely responses and professional client interactions.

You will collaborate with Product, Engineering, Operations, and Sales, contribute to the knowledge base, and provide frontline support for ISI data and tools. A hybrid schedule is offered.