Customer Success Support Specialist

hace 3 días

Medellín, Antioquia, Colombia Odiseacultura A tiempo completo

Join to apply for the Customer Success Support Specialist role at Odisea Cultura .

Locations: Medellin, Colombia only (remote)

Please note: this position is ONLY open to people living, and able to legally work in Medellin, Colombia.

Come join us at Odisea Cultura and work with some of the most exciting start-ups in the US

In this role you will work with an exciting startup using drones to provide data analytics to construction teams to help them better manage their job sites.

The Role

As we begin to build out a new Support team for our client, we're looking for a Customer Success Support Specialist to guide and empower our customers to effectively utilize the software platform. This position requires our Support Specialist to have a high level of cognitive, learning, troubleshooting, and social skills.

Responsibilities

  • Answer calls or emails - Receive and analyze customer requests and provide a thorough explanation and/or solution to the request via troubleshooting.
  • Work cross-functionally with GIS, Ops, Product, and Sales to collaborate to find solutions to customer issues or questions.
  • Create and follow up on Asana Tasks for technical issues and escalate when necessary.
  • Manage customer chats through Intercom.
  • Work with Marketing and Product to keep support documentation up to date.
  • Manage your work priorities - Follow up with customers and keep notes through Intercom, Airtable, Vitally, or other systems, as needed.
  • Report problems - Communicate user issues, program bugs and feature requests with the appropriate manager.
  • Seek out opportunities to learn and grow - View and utilize the multiple internal learning resources.
  • Do what you say you will do - Arrive to work early/on time, follow through on promised call-backs and customer inquiries.
  • Be the customer advocate, putting them first.

Qualifications and Attributes

  • Professional demeanor and excellent phone etiquette with the ability to handle multiple personalities and escalated issues.
  • A minimum of 1+ years of work experience supporting SaaS software solutions.
  • Experience with cloud-based/SaaS solution offerings.
  • Domain Expertise in residential Land Development preferred: Home Builder, Grading Contractors, Civil or Geotechnical Engineers.
  • The ability to type quickly (40+ WPM preferred).
  • Excellent written and verbal communication in English.
  • Strong problem-identification and resolution skills.
  • Excellent listening skills.
  • Ability to work individually and as part of a team.
  • Ability to learn and navigate software platforms quickly.
  • Ability to receive honest and candid feedback about work performance.
  • Ability to multi-task, as well as detail-oriented.
  • High level of integrity and work ethic.

About the Company

Odisea was founded on the belief that incredible companies can only be built on the foundation of an intentional culture cultivated by exceptional people. At Odisea, we are addressing a specific need by redefining "nearshoring" to help bridge the opportunity gap between Colombia and the United States.

Apply now to join this great team and see how your career continues to grow.

INDUSTRY: Computer Software | Construction Tech

SENIORITY LEVEL: Entry level

EMPLOYMENT TYPE: Full-time

JOB FUNCTION: Other

INDUSTRIES: Outsourcing and Offshoring Consulting

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