Technical Customer Support Specialist

Roca Alliances; Medellín; Presencial; COP 44.640.000 - 111.600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Continuous training and mentoring

Growth opportunities

Collaborative culture

In-office role

Descripción de la vacante

Roca Alliances in Medellín, Colombia seeks a proactive Customer Support Specialist to deliver technical and analytical support for software users. You will handle calls, tickets, and emails, escalating to Level 2 when needed while maintaining detailed case records.

The role emphasizes knowledge base development, SME engagement, and after-hours on-call support with a customer-first focus. Fluency in English and Spanish is beneficial.

Formación

• Experience delivering technical or customer support, preferably software/IT.
• Strong analytical and troubleshooting abilities.
• Ability to juggle multiple tasks in a fast-paced setting.
• Excellent verbal and written communication with a customer-first approach.
• Independent work style with effective collaboration in a distributed team.
• Technical proficiency with software, hardware, and network concepts.
• Hands-on experience with Zendesk Support/Talk/Guide.
• Experience with REST APIs, webhooks, and basic payload testing (Postman).
• Familiarity with SQL concepts and relational data basics.

Responsabilidades

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting.
• Support installation, maintenance, and troubleshooting of proprietary software systems.
• Serve as primary contact for end users via calls, tickets, or emails.
• Schedule time to resolve user issues promptly and efficiently.
• Maintain detailed records of all support cases in the ticketing system.
• Draft and update knowledge base articles for common fixes and features.
• Act as SME for client questions and software support inquiries.
• Collect logs and data, assist Level 2 teams with escalations.
• Participate in rotating on-call schedule for after-hours support.
• Demonstrate strong communication with end users and team members.
• Prioritize tasks and manage multiple tickets concurrently.
• Keep knowledge up-to-date on software, hardware, and network trends.

Conocimientos

Zendesk

APIs & integrations

REST APIs

Postman

SQL basics

Technical support

Problem solving

Multitasking

Communication

Team collaboration

Herramientas

Zendesk

Jira

Descripción del empleo

Medellin, Colombia | Posted on 09/21/2026

At Roca Alliances Our mission is to inspire nearshore outsourcing to Latin America, as our expertise is providing customized services to help companies from the U.S., Canada, and Europe expand their operations through guided entry with our consolidated experience in the Latin American region. We are an expert recruitment firm, connecting top talent with leading global companies. We deliver tailored hiring solutions to ensure the perfect match for each role. With deep insight into industry trends, we drive targeted, efficient recruitment that builds long-lasting partnerships and supports business growth. Our mission is to inspire and help businesses thrive by delivering the right professionals to meet their needs.

Job Description

Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We deliver tailored hiring solutions to ensure the perfect match for each role. With deep insight into industry trends, we drive targeted, efficient recruitment that builds long-lasting partnerships and supports business growth. Our mission is simple: help businesses thrive by delivering the right professionals to meet their needs.

Position Overview:

The Customer Support Specialist (CSS) is a proactive and driven professional dedicated to

delivering exceptional customer service. With a strong sense of emotional intelligence,

self-awareness, and a commitment to continuous learning, the CSS plays a vital role in

supporting end users. They provide technical support by fielding calls and responding to

requests through the ticketing system, ensuring that users receive timely solutions to software

issues. Working with minimal supervision, the CSS is also a key contributor to the knowledge

base and acts as a subject matter expert (SME) for client inquiries.

Key Responsibilities

• 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.

Requirements

Required Skills & Experience

• Proven experience in customer or technical support (software/IT preferred).
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.
• Works independently and collaborates effectively in a team.
• Technical proficiency with software systems, hardware, and network connectivity.
• Hands-on experience with Zendesk (Support/Talk/Guide).
• APIs & integrations: hands-on with REST APIs, webhooks, and basic payload mapping/testing (e.g., Postman).
• Database concepts: practical SQL (SELECT/JOIN/GROUP BY), relational modeling basics, data integrity, and troubleshooting data discrepancies.

Preferred Qualifications

• Zendesk administration expertise: roles/permissions, SLAs, triggers/automations, views/macros, Talk/IVR routing & schedules.
• Experience with Jira or other customer service/work management platforms.
• Familiarity with IT support concepts and troubleshooting frameworks.
• Exposure to enterprise SaaS environments.
• Self-driven, continuous learner with a calm approach under pressure/escalations.
• Bonus: experience connecting Zendesk to BI tools (Domo/Looker/Tableau/Power BI) or data pipelines

Soft Skills

• Fast learner with a proactive mindset.
• Highly collaborative, adaptable, and able to work in a distributed, cross-cultural team.
• Strong problem-solving and analytical thinking.

Join us and be part of a company transforming businesses globally ?

• Competitive salary in Colombian pesos (COP)
• Private medical insurance
• Continuous training and mentoring
• Work with a Leading Global company
• Growth Opportunities: Join a growing team with plenty of room for career advancement.
• Collaborative Culture: Work alongside passionate professionals in an innovative environment.
• In-Office Role: Excellent opportunity to collaborate with Leadership in Medellín's modern office.

Tuesday through Saturday.12:00 p.m. to 9:00 p.m. ET schedule.

This is an Excellent Opportunity!