Technical Support Specialist

Insider One; Bogotá, Distrito Capital; On-site; COP 71,202,250 - 106,803,375; Full time

Benefits offered by this job

Access to 16,000+ online courses on LinkedIn Learning

Paid Spotify account subscription

Opportunity to share skills through training sessions

Job summary

Insider One is seeking a Technical Support Specialist in Bogotá, Colombia. You will support our partners by troubleshooting technical issues, managing service level agreements (SLAs), and collaborating with the Product team to enhance our platform. The ideal candidate will have a university degree and experience in a technical support role, with strong communication skills in both English and Spanish. Benefits include access to extensive online courses and a paid Spotify account subscription, fostering an inclusive workplace culture.

Qualifications

• 1–2 years of experience supporting a technical product, ideally in SaaS.
• High sense of responsibility and accountability.
• Ability to provide timely responses and follow up systematically.

Responsibilities

• Support seamless experiences for partners.
• Review partner queries and provide timely resolutions.
• Document and track incidents, maintaining communication with partners.

Skills

Strong communication skills in writing (English and Spanish)

Natural problem-solving skills

Good debugging/troubleshooting skills

Education

University degree in Business, Marketing, Engineering, or related fields

Tools

Basic knowledge of HTML and CSS

Job description

As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. You will provide proactive technical support, troubleshoot issues, manage SLAs, and collaborate with the Product team to improve our platform.

Responsibilities

• Support seamless experiences for partners by troubleshooting technical issues and finding creative solutions.
• Review partner queries and provide timely resolutions, ensuring adherence to response time and lead‑time SLAs.
• Advocate for partners by gathering and sharing feedback with the Product team to improve processes and offerings.
• Document and track incidents, maintaining clear communication with partners throughout the resolution process.
• Participate in continuous improvement initiatives to enhance partner satisfaction and operational efficiency.

Requirements

• A university degree in Business, Marketing, Engineering, or related fields.
• 1–2 years of experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams.
• Strong communication skills in writing (English and Spanish).
• High sense of responsibility and accountability.
• Ability to provide timely responses and follow up systematically.
• Natural problem‑solving skills with a positive attitude and a passion for helping others succeed.
• Good debugging/troubleshooting skills.
• Knowledge of HTML, CSS, or other programming languages (a plus).

Expectations

• Collaborate and build strong visionary relationships with customers, especially at the executive level.
• Demonstrate solid oral and written communication abilities, positive phone skills, and excellent listening skills.
• Be a self‑motivated tech enthusiast, constantly searching for new solutions to improve client relationships.
• Cultivate a caring attitude toward clients, ensuring they feel at home with our products and assistance.
• Show superior project and time‑management skills, with a keen eye for detail.
• Passion for testing, measuring, and improving outreach and follow‑up effectiveness.
• Flexibility to work in a fast‑paced startup environment.
• Solid understanding of basic web concepts and digital marketing.

Benefits

• Access to 16,000+ online courses on LinkedIn Learning.
• Opportunity to share skills through internal training sessions and workshops.
• Paid Spotify account subscription.
• Work in an international, diverse, and inclusive environment.
• Opportunity to shape the future of customer experiences in an industry‑leading company.

We provide equal opportunity in a zero‑discrimination workplace and welcome everyone regardless of sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.