Technical Support Specialist

SOLVO S.A.S; Medellín; Remote; COP 75,942,000 - 132,899,000; Full time

Job summary

SOLVO S.A.S is seeking a Technical Support Specialist to provide technical support for a SaaS platform used by local governments and municipalities. The role is 100% remote with Advanced English (C1) and a Monday–Friday schedule aligned to ET hours.

Responsibilities include incident management, ticket documentation, issue resolution, SQL/HTML-based validations, and collaboration with Product and Engineering teams. Prior experience in SaaS support and strong communication are essential.

Qualifications

• At least 1 year of experience in technical support, Service Desk, or customer support roles.
• Experience providing support for SaaS products.
• Proficiency with tools such as HubSpot, Zendesk, ServiceNow, Salesforce, or similar platforms.
• Knowledge of SQL and databases.
• Knowledge of HTML.
• Experience in ticket management and documentation.
• Strong analytical skills and a problem-solving mindset.
• Advanced English proficiency.
• Excellent communication and customer service skills.

Responsibilities

• Provide technical support via phone, chat, email, and web.
• Manage and document tickets and incidents within support platforms.
• Investigate, diagnose, and resolve technical issues.
• Perform troubleshooting and root cause analysis.
• Maintain up-to-date records and track the status of cases.
• Assist with configurations and validations using SQL and HTML.
• Collaborate with Product and Engineering teams to resolve incidents.
• Participate in training sessions regarding internal technologies.

Skills

Analytical skills

Problem-solving mindset

Excellent communication

Customer service

Advanced English

Education

University degree or equivalent

Tools

HubSpot

Zendesk

ServiceNow

Salesforce

SQL

HTML

Job description

Technical Support Specialist #COLOMBIA #REMOTO

We are looking for a Technical Support Specialist to provide technical support to users of a SaaS platform used by local governments and municipalities. The successful candidate will be responsible for managing incidents, resolving technical issues, and ensuring an excellent customer experience across various communication channels.

Work Arrangement

100% Remote - Advanced English (C1 level)

Schedule

Monday to Friday

8:30 AM - 5:00 PM ET

Responsibilities

• Provide technical support via phone, chat, email, and web.


• Manage and document tickets and incidents within support platforms.


• Investigate, diagnose, and resolve technical issues.


• Perform troubleshooting and root cause analysis.


• Maintain up-to-date records and track the status of cases.


• Assist with configurations and validations using SQL and HTML.


• Collaborate with Product and Engineering teams to resolve incidents.


• Participate in training sessions regarding internal technologies.

Requirements

• At least 1 year of experience in technical support, Service Desk, or customer support roles.


• Experience providing support for SaaS products.


• Proficiency with tools such as HubSpot, Zendesk, ServiceNow, Salesforce, or similar platforms.


• Knowledge of SQL and databases.


• Knowledge of HTML.


• Experience in ticket management and documentation.


• Strong analytical skills and a problem-solving mindset.


• Advanced English proficiency.


• Excellent communication and customer service skills.

Preferred Qualifications

• Experience working with government or municipal entities.


• University degree or equivalent professional experience.

What are we looking for?

We are seeking individuals who are passionate about technology, customer-focused, and capable of solving complex problems in a dynamic environment. If you enjoy helping users and want to be part of a global team, we would love to meet you!