Remote Senior Application Support Specialist (Colombia)

encora10; United States; Remote; USD 34,000 - 55,000; Full time

Job summary

encora10 is seeking a technical support specialist to assist customers of a software product across web and mobile platforms. You will manage cases from initial report to resolution, methodically investigate issues, and coordinate with cross-functional teams when deeper attention is needed.

You’ll respond via live chat and ticketing tools, reproduce problems, gather diagnostics, propose workarounds, and document outcomes.

Qualifications

• At least 3 years of customer or technical support experience; experience with business software delivered as a service is useful.
• Experience managing customer cases independently from intake to resolution.
• Strong troubleshooting skills across web and mobile apps, browsers, operating systems, account access, permissions, and basic networking.
• Familiarity with Zendesk, Intercom, or a comparable support platform.
• Clear written and spoken English, including the ability to explain technical issues to non-technical customers.
• Strong analytical, organizational, documentation, and customer service skills; able to gather evidence and write actionable escalations.
• Comfortable collaborating remotely across a distributed team, working rotating schedules in a 24/7 support environment, and checking AI-generated responses before use.

Responsibilities

• Respond to customer questions through live chat and ticketing tools, investigating application, account access, permissions, connectivity, browser, mobile, and performance issues.
• Own cases through resolution by reproducing reported problems, collecting diagnostic details, offering workarounds, and confirming outcomes with customers.
• Escalate complex issues with clear records of customer impact, reproduction steps, expected and observed behavior, investigation, logs, and other evidence.
• Keep case records accurate, contribute to support knowledge, and flag recurring problems.
• Work with support colleagues, Product, and Engineering to improve the customer experience.

Skills

Troubleshooting

Web & mobile apps

Account access & permissions

Networking basics

Written & verbal English

Documentation

Tools

Zendesk

Intercom

Ticketing systems

Job description

encora10 is seeking a technical support specialist to assist customers of a software product across web and mobile platforms. You will manage cases from initial report to resolution, methodically investigate issues, and coordinate with cross-functional teams when deeper attention is needed.

You’ll respond via live chat and ticketing tools, reproduce problems, gather diagnostics, propose workarounds, and document outcomes.