Senior IT Helpdesk Professional
hace 3 días
About Sana Commerce
">We're a fast-growing SaaS company that fosters lasting relationships with customers who depend on us. Our e-commerce platform, designed for manufacturers, distributors, and wholesalers, is built to help businesses succeed.
Job Overview
">We're seeking a Senior Service Consultant to work with our Projects team in the Americas region, providing top-notch customer and technical support to our clients. Your expertise will be crucial in coordinating technical teams to resolve complex issues and guiding customers through solution journeys.
Key Responsibilities
">- Support Sana Customers through various requests, including questions, doubts, issues, showstoppers, and high-complexity problems
- 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 solution journeys
- Manage daily pipelines to achieve KPIs and OKRs or communicate clear action plans to lead/manager
- Be a technical partner for the team, sharing knowledge and training new colleagues when needed
Requirements
">- 3+ years of experience in customer service for Tech, SaaS, or similar industries
- Technical knowledge about ERP (configuration, setup), system/applications configuration (web platforms, e-commerce), service-based apps (web services, APIs), technical troubleshooting (with Postman, SoapUI), XML, and JSON
- English proficiency: B2
- Location: Medellin, Colombia (willingness to relocate)
Additional Information
">If you're passionate about growing with a dynamic company like Sana Commerce, we encourage you to apply. Even if you may not tick all the boxes, our ambitious plans for the LATAM region make this an exciting opportunity to explore.
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