Technical Support Specialist for E-commerce Solutions

hace 7 días


Medellín, Antioquia, Colombia Sana A tiempo completo

Company Overview

Sana Commerce is a fast-growing SaaS company that empowers manufacturers, distributors, and wholesalers to succeed in e-commerce. Our platform fosters lasting relationships with customers who depend on them.

About the Role

We are seeking a Senior Service Consultant to join our Projects team in the Americas region, providing top-notch customer and technical support to our clients.

Responsibilities

  • Support Sana Customers through various requests, including questions, doubts, issues, showstoppers, and high complexity issues.
  • Coordinate technical teams to identify root causes and develop solution directions.
  • Manage workload to meet customer resolution expectations and follow up on tickets.
  • Express empathy with customers, especially in crisis situations, and guide them through the solution journey.
  • Manage daily pipelines to achieve KPIs and OKRs or communicate clear action plans to the lead/manager.
  • Be a technical partner for the team, sharing knowledge and training new colleagues when needed.

Requirements

To be successful in this role, you will need:

  • 3+ years of experience in Customer Service for Tech, SaaS, or similar industries.
  • Technical expertise in ERP configuration, system/applications configuration, service-based apps, technical troubleshooting, XML, and JSON.
  • English proficiency: B2.

Benefits

This role offers a competitive salary of approximately $55,000 per year, commensurate with experience, and the opportunity to work in a hybrid environment (2 days in the office). We encourage people who share our vision and look forward to growing with us.



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