Tech Support Specialist: Software & API Expert

Roca Alliances S.A; Medellín; Sur place; COP 42 000 000 - 66 000 000; Plein temps

Avantages offerts par ce poste

Private medical insurance

Continuous training

Growth opportunities

In-office role Medellín

Collaborative culture

Résumé du poste

Roca Alliances S.A in Medellín is seeking a Customer Support Specialist to deliver proactive software assistance and resolve end-user issues. You will handle tickets, guide users, and contribute to the knowledge base as a SME, ensuring timely resolutions across software platforms.

The role requires strong communication, problem solving, and the ability to manage multiple requests. Experience with Zendesk and REST APIs is a plus; English proficiency is required for resume review.

Qualifications

• Proven experience in customer or technical support (software/IT preferred).
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Excellent verbal and written communication with a customer-first approach.
• Independent work style with effective collaboration in a distributed team.
• Technical proficiency with software systems, hardware, and network connectivity.
• Hands-on experience with Zendesk (Support/Talk/Guide).
• Familiarity with REST APIs, webhooks, and basic payload testing (Postman).
• SQL basics: SELECT, JOIN, GROUP BY and data integrity.

Responsabilités

• 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 software issues via calls, tickets, or emails.
• Schedule time to resolve user issues promptly and document resolutions in the ticketing system.
• Maintain detailed records of all support cases and update knowledge base articles.
• Serve as SME for client questions and software support inquiries.
• Escalate issues to Level 2 with logs, data, and workflows as needed.
• Participate in rotating on-call schedule for after-hours support.

Connaissances

Customer support

Analytical thinking

Multi-tasking

Verbal communication

Written communication

Independent worker

Team collaboration

Technical troubleshooting

Problem solving

Attention to detail

Formation

Bachelors preferred

Outils

Zendesk

Jira

REST APIs

Postman

SQL

Description du poste

Roca Alliances S.A in Medellín is seeking a Customer Support Specialist to deliver proactive software assistance and resolve end-user issues. You will handle tickets, guide users, and contribute to the knowledge base as a SME, ensuring timely resolutions across software platforms.

The role requires strong communication, problem solving, and the ability to manage multiple requests. Experience with Zendesk and REST APIs is a plus; English proficiency is required for resume review.