Technical Support Specialist

MicroSourcing; Bogotá; Presencial; COP 39.060.000 - 66.960.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive rewards

Collaborative environment

Work-life harmony

Career growth

Inclusive culture

Descripción de la vacante

MicroSourcing invites you to join as a Technical Support Specialist in Bogota, Colombia, onsite with shifting hours. You will deliver frontline technical assistance for our dairy management and supply chain software, supporting mobile apps, analytics dashboards, and scheduling tools.

You'll work with cross-functional teams to reset passwords, onboard users, troubleshoot issues, generate reports in Dairy.com, and maintain documentation while ensuring timely responses in line with SLAs.

Formación

• Two years’ experience in a similar role or equivalent education and experience.
• Proficiency with Microsoft Office, especially Excel for charts.
• Strong communication skills for phone and email.
• Bachelor’s degree preferred.
• Ability to travel occasionally within the continental U.S.

Responsabilidades

• Resetting passwords, adding users and contracts, and configuring accounts across multiple software solutions.
• Onboarding and training new users; responding to inquiries within SLAs via phone and email.
• Proactively troubleshooting system and data issues and guiding SaaS implementation.
• Generating reports in Dairy.com and building charts in Excel; addressing data inquiries.
• Logging customer interactions in the CRM and escalating tickets to the development team.
• Maintaining relationships with stakeholders and providing on-call support including nights/weekends as needed.

Conocimientos

Customer support

Analytical thinking

Communication

Problem solving

Travel readiness

Educación

Bachelor's degree preferred

Herramientas

Microsoft Office

Excel

CRM

Email systems

Database software

Descripción del empleo

Discover your 100% YOU with MicroSourcing!

Position

Technical Support Specialist

Location

Bogota, Colombia

Work setup & shift

Onsite | Shifting

Why join MicroSourcing Colombia?

You'll Have

• Competitive Rewards: Enjoy a robust and competitive total rewards package that includes, but not limited to, paid time off and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Technical Support Specialist, your customer-first demeanor will shine as you delight customers and make their experience effortless. On a day-to-day basis, you provide technical assistance for our dairy management and supply chain software solutions. The solutions you support are vast, and reach from mobile applications, to farm analytic and dashboard tools, to manufacturing scheduling and receiving software. Teamwork and collaboration are key.

You will collaborate internally and externally to service the hub of dairy technology stakeholders and be a team player that focuses on the dairy industry and its uniqueness. Your day-to-day will involve:

• System Maintenance & Administration: Resetting passwords, adding new users and contracts, configuring and maintaining accounts, customer information, and templates across multiple software solutions.
• Customer Onboarding & Support: Training and on-boarding new users; communicating with quick turn-around response time via phone and email (in accordance with SLAs).
• Technical Troubleshooting: Proactively investigating system and data issues; developing troubleshooting steps to remedy technical concerns and solving a diverse set of system-related problems (SaaS implementation, operational questions, and configuration testing).
• Data & Reporting: Utilizing the Dairy.com system to generate reports and address data or system inquiries; building charts and graphs in Excel.
• Documentation & Escalation: Logging customer interactions into CRM system; creating and escalating support tickets to the development team; sharing knowledge via documentation and participation in testing.
• Relationship Management: Establishing rapport with client base; developing relationships with internal stakeholders and cross-functional departments; following up with account managers to share real-time activity.
• Operational Support: Providing scheduled and on-call assistance for nights, weekends and holidays on a rotational basis; providing back up support to other departments (implementations, project management, and managed services).

What You Need

To succeed in this role, you should possess:

• Experience: Two years’ experience in a similar role or equivalent combination of relevant education and experience.
• Technical & Analytical Skills: Knowledge of Microsoft Office Products (Word, Excel, PowerPoint, Project, etc.). Must also possess ability to build charts and graphs in Excel; internet browser basics and troubleshooting; email and database software. Ability to think critically and solve problems with a variety of variables where limited standardization exists.
• Communication: Professional and friendly demeanor on the phone or in email; ability to effectively present information and respond to questions from groups of managers, customers, and the public. Ability to write reports, business correspondence, and training manuals.
• Education: Bachelor’s degree preferred.
• Math Ability: Ability to calculate figures such as discounts, interest, commissions, proportions, and percentages. Ability to understand dairy commodity pricing, freight costs, and translate across various price bases (Federal Order and California).
• Core Competencies: Time management and organizational skills; strong interpersonal and customer service skills; being a positive and proactive problem-solver with a dependable work ethic.
• Professional Attributes: Ability to solicit and motivate support from coworkers across all functional dimensions; a passion for serving and building relationships with customers; ability to stay up to date on software releases and make a difference within a team-oriented business approach. Must be able to travel occasionally on airplanes and via automobile within the continental U.S.

About MicroSourcing

With over 10,000 professionals supporting over 1,000 clients, MicroSourcing delivers the same uncompromising standards of quality and performance, anywhere and everywhere we operate. Our 13 delivery centers across the Philippines and Colombia follow a unified framework for governance, data security and service delivery, ensuring consistent outcomes regardless of location.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/