Elevate Your Career as a Senior Service Consultant

hace 5 días


Medellín, Antioquia, Colombia Sana Commerce A tiempo completo

About Sana Commerce

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We're an e-commerce platform dedicated to empowering manufacturers, distributors, and wholesalers to succeed in the digital landscape.

With a strong presence in the Americas region, we're committed to fostering lasting relationships with our customers who rely on us for top-notch service.

Your Role: Senior Service Consultant

As a key member of our Projects team, you'll provide exceptional customer and technical support to our clients, working closely with technical teams to resolve complex issues.

Key Responsibilities:

  1. Customer Support: Respond to a wide range of customer inquiries, from simple questions to high-complexity issues, ensuring timely resolutions and exceeding customer expectations.
  2. Technical Coordination: Collaborate with technical teams to identify root causes and develop effective solutions, showcasing your problem-solving skills and expertise.
  3. Solutions Leadership: Demonstrate leadership by providing guidance and direction, rather than simply redirecting issues, and consistently meet or exceed customer resolution expectations.
  4. Workload Management: Effectively manage your daily pipeline to achieve all Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs), or communicate clear action plans to your lead/manager when necessary.
  5. Technical Partnership: Serve as a technical partner for your colleagues, sharing knowledge, and training new team members as needed.

Qualifications:

  1. Customer Service Experience: A minimum of 3 years of experience in customer service for tech, SaaS, or similar industries.
  2. Technical Expertise: Familiarity with ERP configuration, system/application setup, service-based apps, technical troubleshooting, XML, and JSON. Plus, a background or experience as a developer or QA is a plus.
  3. Language Proficiency: English proficiency at B2 level.
  4. Location: Based in Medellin, Colombia, or willing to relocate.

About the Opportunity

We offer a competitive salary of $45,000 - $55,000 per year, depending on experience, and a hybrid work model that balances flexibility with in-person collaboration.

This is a fantastic opportunity to grow with our ambitious LATAM expansion plans, where we encourage people who share our vision and look forward to growing with us.



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