Technical Support Specialist – Software & Zendesk SME

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

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.