Customer service

hace 4 semanas


La Unión, Colombia Tek Experts A tiempo completo
Overview

We are seeking a highly motivated individual to join our team as a Customer Service & Escalation Manager. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support scenarios, engaging directly with customers to identify and resolve complex technical challenges and drive end-to-end problem resolution while upholding core values of empathy, passion, and integrity. This position offers the opportunity to make a significant impact on customer satisfaction and operational efficiency within our support organization.

Accelerating Progress. Securing Futures.

At TeKnowledge, we help governments, businesses, and technology providers not only navigate but thrive in today's complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

Responsibilities

Resolution Customer

  • Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
  • Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
  • Leads strategic projects designed to improve resolution times, customer satisfaction, and increase efficiency.
  • Set and manage support expectations with customers.

Escalation Handling

  • Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
  • Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.

Collaboration

  • Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
  • Develops and maintains relationships with internal teams, partners, and senior leadership.
Qualifications

Required qualifications:

  • 2+ years of customer service, technology industry, or related experience.
  • Bachelor's degree in technology, business, or equivalent field.
  • Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).
  • Strong English written and verbal communication skills.
    • Other languages may be required such as Portuguese depending on the location and area to be supported.
  • Understanding of reactive case lifecycle and troubleshooting methodology.
  • Strong judgment, decision-making skills, and ability to work under continual deadline pressure.
  • Excellent at multi-tasking, task prioritization, and time management.
  • Collaborative team player with strong stakeholder management skills.

Preferred qualifications:

  • Customer Service Management experience in an IT-related environment.
  • Familiarity with Microsoft products/services.
  • Information Technology Infrastructure Library (ITIL) Certification.
#J-18808-Ljbffr
  • Customer service

    hace 4 semanas


    La Unión, Colombia Tek Experts A tiempo completo

    Overview We are seeking a highly motivated individual to join our team as a Customer Service & Escalation Manager. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support...

  • Customer service

    hace 7 días


    La Unión, Colombia Tek Experts A tiempo completo

    OverviewWe are seeking a highly motivated individual to join our team as a Customer Service & Escalation Manager. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support scenarios,...


  • La Unión, Colombia Tek Experts A tiempo completo

    We are seeking a highly motivated individual to join Tek Experts as a Customer Service Operations Manager. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation.Key ResponsibilitiesActs as a primary contact for moderate to highly complex issues for...

  • Service Quality Expert

    hace 7 días


    La Unión, Colombia Tek Experts A tiempo completo

    QualificationsTo be successful in this role, you will need:2+ years of experience in customer service, technology industry, or related field.Bachelor's degree in technology, business, or equivalent field.Excellent relationship management, customer service, and communication skills in various formats (written, live chat, conference calls, in-person).Please...

  • Customer Service

    hace 4 semanas


    LA FRACONIA, Colombia IIM Group A tiempo completo

    The Customer Service & Sales Coordinator position is an entry-level position in our firm with unlimited opportunity for advancement only offered in an entrepreneurial startup environment. This position serves as the main liaison between our clients and consumers and is essentially the eyes, ears, and voice of the brand. The Customer Service & Sales...


  • LA FRACONIA, Colombia IIM Group A tiempo completo

    The Business Customer Service Representative is responsible for all aspects of the company's consumer outreach efforts and will provide leadership, strategic direction, and day-to-day management of the function. The Business Customer Service Representative will be responsible for building the brand and growth strategy for the business. They will oversee...


  • La Unión, Colombia Tek Experts A tiempo completo

    We are seeking a skilled Technical Support Lead to join our team at Tek Experts. As a Technical Support Lead, you will be responsible for managing support expectations with customers, effective end-to-end escalation management, and leading strategic projects designed to improve resolution times, customer satisfaction, and increase...


  • La Ceja, Colombia Solvo Global Careers A tiempo completo

    **Descripción del Puesto** Estamos buscando un Representante de Servicio al Cliente entusiasta y proactivo para unirse a nuestro equipo. En este rol, serás el enlace directo con nuestros clientes, brindando información sobre productos y servicios, respondiendo preguntas y resolviendo cualquier problema con precisión y eficiencia. Tu enfoque será crear...


  • La Unión, Colombia Tek Experts A tiempo completo

    OverviewWe're seeking a customer-oriented Dynamics Tech Support Engineer Level to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers...


  • Campo de La Cruz, Colombia TeleTech Holdings, Inc. A tiempo completo

    Director, Service DeliveryBe the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Director - Service Delivery working On-Site in Barranquilla, Colombia you'll be a part of bringing humanity to business. #experienceTTECWhat You'll be DoingLooking for an opportunity to manage client relationships? Do you...


  • Campo de La Cruz, Colombia UnifyCX A tiempo completo

    Company OverviewUnifyCX is an emerging leader in the global business process outsourcing industry, providing innovative solutions to clients worldwide. Our company is born from the integration of GlowTouch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service...

  • Junior Account Manager

    hace 4 semanas


    LA FRACONIA, Colombia IIM Group A tiempo completo

    We are seeking an Entry Level Junior Account Manager to join our marketing team You will be vital in managing marketing campaigns for our clients, assisting in the development of promotional launches, as well as onboarding new acquisitions. Infinite is one of the fastest and most successful marketing and advertising firms in the area and we are currently...


  • Municipio de La Tebaida, Colombia Tabby A tiempo completo

    Evolve the Customer Experience with UsAt Tabby, we're committed to delivering exceptional customer experiences through innovative solutions.As a Product Analyst, you'll play a key role in enhancing our chat tools, AI-driven chatbots, and self-service solutions.Main ResponsibilitiesCollaborate with cross-functional teams to drive product development and...


  • Castilla La Nueva, Colombia Lovisa A tiempo completo

    **We wish to make this a very special Christmas for our customers and require exceptional Team Members to help lead the way!** - Do you love working in a team environment? - Can you provide exceptional customer experience? - Do you love fashion and want to inspire customers with your knowledge of the latest trends? - Do you have a can-do attitude? Then we...


  • Municipio de La Tebaida, Colombia IQVIA A tiempo completo

    Job Overview Manage data management services for projects, ensuring quality, timely, and budget-friendly deliverables. Lead the Clinical Data Management (CDM) team, providing expertise and vision in project planning, execution, and close-out. Ensure compliance with Good Clinical Practices (GCPs) and regulatory guidelines. Essential Functions Client...


  • Campo de La Cruz, Colombia UnifyCX A tiempo completo

    We're always on the lookout for passionate individuals to help us shape the future of customer experience.Our CompanyA culture that values collaboration, creativity, and diversity drives our success at UnifyCX. We empower our team members to bring their unique skills to the table, contributing to a company leading the way in customer experience...

  • Sales Representative

    hace 5 días


    La Colombia TaxDome A tiempo completo

    **Sales representative** TaxDome is the #1 practice management platform for accounting firms in the US - we have grown over 100X in the last 5 years and serve tens of thousands of businesses globally with millions of end-clients. We’re looking for an outgoing sales representative to communicate with new customers to generate new revenue and retain...

  • Sales Agent

    hace 6 días


    La Colombia MIX Recording Studio A tiempo completo

    Work shifts :10.00AM - 4.00PM or/and 4.00PM-10.00PM (**Pacific Standard Time)** 3-5 days a week (according to the work schedule) Required Qualifications: - Meeting sales goals - Closing skills - Motivation for sales - Customer service - Prospecting skills - Negotiation - Self-confidence - Product knowledge - Presentation skills - Client...

  • Back Office Assistant

    hace 3 días


    La Playa, Norte de Santander, Colombia Trek Bikes A tiempo completo

    A bit about us Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us...


  • La Argentina, Colombia Blanc Labs Inc. A tiempo completo

    Blanc Labs Inc. is a premier partner for global enterprises, leading the way in digital transformation, automation, and next-generation digital products and services. Our expertise powers businesses to accelerate service delivery, drive customer engagement, and foster growth.We are seeking a Fullstack PHP Laravel Developer to join our team. The role involves...