Customer Support Lead

hace 2 semanas


Bogota, Colombia eduNEXT A tiempo completo

**Role Description**

We are looking for a Customer Support Lead to manage the customer support process at eduNEXT. This person will have to coordinate a team that makes a positive impact in helping our customers with technical issues when using our products and services.

You should also have an interest in software and e-learning technologies, as well as good interpersonal skills, with an affinity for excellent customer service.

**Requirements**:

- bachelor's / technologist's degree related to technology is preferred. Not exclusive if you have the experience
- Minimum 1 year experience managing Support or helpdesk teams
- Minimum 1 year of experience as Customer Support or related positions
- Minimum 6 months interacting with customers 100% in English
- Conversational English (B2+).
- Management of customer support platforms such as Zoho desk, zendesk, Remedy, etc.

**Desirable requirements**:

- Experience in IT e-learning or software development companies
- ITIL V4 certification desirable

**Main responsabilities**:
1. Ensure compliance with the established support protocol by constantly monitoring tickets to ensure compliance.

2. Monitor weekly resolution times, response times, and other metrics related to service delivery. Report results to area management for analysis of continuity or improvement strategies.

3. Update the ticket management tool according to service needs, timelines, customers, and versioning.

4. Organize and manage customer success sessions.

5. Create articles, documents, tutorials, videos, procedures for customer and external use as a tool to facilitate and guide customer success.

6. Actively participate in planned escalation meetings to manage internal workflow improvements.

7. Motivate excellent team performance with consideration for quality of deliverables and timeliness.

8. Documentation processes (creation of RTD articles, creation of Zoho articles, creation of Zoho templates, and creation of videos or any other resources that contribute to the knowledge base).

9. Support project management as required as requested such as meetings, forums, town hall, trainings, surveys, certification projects, feedback sessions, Open edX community meetings and projects, etc.

**Skills**:

- Leadership
- Strategic thinking
- Focus on results
- Assertive communication
- Adaptability
- Time management
- Collaboration
- Organization
- Conflict resolution
- Training and coaching

**What we offer**

This is a great opportunity to be part of a top level and skilled team where you can grow your skills and make a positive difference in this world
- Enjoy a flexible schedule and work autonomy ⏰
- Monthly remuneration negotiable
- Labor contract
- Remote work

**Main Benefits**
- Work from wherever you want
- Online training and training allowance
- Wellness and health plan

**About us**

Since 2013, eduNEXT has been challenged to offer organizations around the world the best educational technology solutions based on Open edX

**Our Mission**

Our Mission is to enable organizations around the world to offer high-quality learning experiences as a principle to improve people's quality of life, We provide solutions to build successful online learning initiatives.

**Our culture**

Our culture is flexible, with a modern and relaxed work environment. We value trust, autonomous and responsible work and open communication.

**Headquarters**

Our main office is in Bogotá, but our team members are located in the United States, Mexico, Panamá, Perú, Venezuela, the Philippines, and different cities in Colombia.

Tipo de puesto: Tiempo completo

Salario: $3.800.000 - $4.200.000 al mes

Pregunta(s) de postulación:

- Do you have experience with any of these customer service platforms: Zoho desk, zendesk, or Remedy?
- How many years of IT customer support experience do you have?
- Do you have experience in helpdesk?
- What is your salary aspiration (COP)?

Idioma:

- Inglés (Obligatorio)



  • Bogota, Colombia Directa24 A tiempo completo

    **Job title: Customer Support Assistant** **D24** is a payment processing company whose goal is to supply payment solutions in LATAM, APAC & EMEA. We enable companies from all over the world to sell their products and/or services online to end consumers who wish to pay with local payment methods. We act as a payment service provider for multinational...

  • 03-customer Support

    hace 3 días


    Bogota, Colombia Career Shepherd A tiempo completo

    _*Please submit your CV in English_ **Position: Customer Support** **Working Hours: Full time, Monday-Friday,8:30AM-5:00PM Pacific Standard Time (PST)** **Salary: $800-$1280/month** **Scope of Work**: - Process Orders in Niko Health (DME Software) - Find eFax - Type in demographics and insurance information - Find the correct inventory in our catalog...

  • Customer Support

    hace 6 días


    Bogota, Colombia Alfa Laval A tiempo completo

    The customer service associate/order handler will provide superior service to our internal and external customers in for the Service Division and specifically in the Service Center Orders. They will focus in responding to the internal and external customers by creating and following up on the orders. The order hander will be responsible for ensuring the...


  • Bogota, Colombia BruntWork A tiempo completo

    This is a remote position. This job is open to Colombian residents only. Schedule Agent 1: Monday to Friday 8am to 5pm Pacific with an hour unpaid break (10am to 7pm Colombia Time) Agent 2: Wednesday to Sunday 1pm to 10pm Pacific with an hour unpaid break (3pm to 12am Colombia Time) As a Customer Support Specialist, you'll be a vital part of our team...

  • Customer Support and Order Specialist

    Encontrado en: Talent CO C2 - hace 1 semana


    Bogota, Colombia Bamboo Works A tiempo completo

    Customer Support and Order Specialist (remote)We are currently seeking a Customer Support and Order Management Specialist for a rapidly growing ecommerce business in Madrid, Spain. The main responsibility of this role is to effectively manage different aspects of order processing and customer support. The ideal candidate will demonstrate outstanding...


  • Bogota, Colombia Lexmark International, Inc. A tiempo completo

    Responsibilities: Responsible for all aspects of the operations of a managed services contract. Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Manage the Customer P&L, contract amendments, identify and deliver...


  • Bogota, Colombia Mastercard A tiempo completo

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...


  • Bogota, Colombia Builder Lead Converter A tiempo completo

    **Builder Lead Converter**: **Programmer/Web Developer**: **Builder Lead Converter**, a leading Software With a Service (SwaS) company specializing in remodeler & home builder lead generation and conversions, is seeking a talented and dedicated **Programmer** to join our expanding team. If you are passionate about leveraging your programming expertise to...

  • Project Lead Engineer

    hace 6 días


    Bogota, Colombia HITACHI ENERGY COLOMBIA LTDA A tiempo completo

    **Description** **Mission** Technical lead for all engineering activities. Ensure that activities related to all engineering disciplines within the project are efficiently and cost-effectively executed in time. **Main Accountabilities**: **1.Technical contribution** - Engineering Development: As a technical lead for all engineering - disciplines -...


  • Bogota, Colombia OnceHub A tiempo completo

    As the Director of Customer Success you will formulate and oversee the strategy, planning and execution of the organization’s overall customer operations across the entire customer journey. You will lead an international Support contact center and an Account management team that is spread across multiple jurisdictions and time zones and connects with...


  • Bogota, Colombia Foundever A tiempo completo

    **About Us** Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a...

  • Team Lead

    hace 1 semana


    Bogota, Colombia IntouchCX A tiempo completo

    **About IntouchCX** IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through...


  • Bogota, Colombia Full Potential Solutions A tiempo completo

    Overview: Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to...

  • Customer Success Manager

    hace 19 horas


    Bogota, Colombia Trellix A tiempo completo

    **_Job Title:_** Customer Success Manager **_ Role Overview:_** The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption and implementation of Trellix Solutions, leading to successful customer renewals. The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix...


  • Bogota, Colombia Outwork Staffing A tiempo completo

    **Schedule**: Colombian time zone **Location**: Fully Remote (LatAm) **Salary**: 1400-1800 USD/month **Key Responsibilities**: - Act as the primary point of contact for customer inquiries and issues, utilizing the Intercom ticketing platform to promptly and effectively address concerns. Deliver top-notch support with a focus on ensuring customer success...


  • Bogota, Colombia Oracle A tiempo completo

    Field Support Specialist 3-22000G8N **Applicants are required to read, write, and speak the following languages***: English, Spanish **Preferred Qualifications** **Propósito del cargo.** Responsable de proporcionar la primera línea de soporte en sitio que incluye hardware, software, aplicaciones de software y de redes para clientes y personal de campo...


  • Bogota, Colombia Full Potential Solutions A tiempo completo

    Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver...


  • Bogota, D.C., Colombia Full Potential Solutions A tiempo completo

    Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver...


  • Bogota, D.C., Colombia Full Potential Solutions A tiempo completo

    Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver...


  • Bogota, Colombia Mastercard A tiempo completo

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...