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Technical Customer Support

hace 1 mes

Colombia Lean Tech A tiempo completo

Company Overview:

Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.

Position Title: Technical Customer Support

Location: On-site (Colombia)

What you will be doing:

The role of the Customer Support Specialist is pivotal to maintaining positive customer relationships by addressing inquiries and resolving technical issues promptly and professionally. This position is essential in managing support tickets and ensuring high levels of customer satisfaction and retention.

  1. Respond to customer inquiries via chat, email, or phone promptly and professionally.
  2. Troubleshoot and resolve customer issues or technical problems efficiently, utilizing basic SQL skills to check logs and debug when necessary.
  3. Provide precise solutions tailored to customer needs and workflows, drawing on a thorough understanding of our application.
  4. Deliver accurate information about our platform, services, and policies.
  5. Escalate advanced problems to appropriate departments or supervisors when required.
  6. Document customer interactions meticulously, maintaining precise records of inquiries and resolutions.
  7. Stay current with updates or features of the app, and consistently update personal knowledge base.
  8. Collaborate effectively with team members and cross-functional teams to enhance customer support processes.
  9. Regularly update internal documentation with new troubleshooting insights or knowledge to aid future support efforts.
  10. Adhere to departmental processes and SLAs, actively contributing to continuous process improvement.
  11. Serve as a crucial communication link between the customer, development team, and third parties.

Requirements & Qualifications

To excel in this role, you should possess:

Main Skills:

  1. Strong level in customer support, with the ability to maintain positive relationships and resolve issues effectively.
  2. Strong troubleshooting skills; capable of technical problem-solving and software debugging.
  3. Excellent communication skills for engaging with customers via chat, phone, or support desk, and collaborating internally.
  4. Organizational and self-motivational skills to manage tasks and support tickets independently.
  5. Intermediate record-keeping skills to maintain accurate customer interaction records and update documentation.
  6. Preferred, but not required, understanding of logistics and shipping processes.
  7. Great sense of responsibility, proactiveness, and constant communication with colleagues.
  8. Experience working in self-sufficient environments.

Secondary Skills:

  1. Experience with logistics or freight processes
  2. Proficiency in any CRM tool
  3. Basic SQL skills for database querying and log checking
  4. Excellent organizational and self-motivational skills
  5. Strong technical troubleshooting skills, including software debugging
  6. Ability to work effectively within a team dynamic alongside existing support agents

Why you will love Lean Tech:

  1. Join a powerful tech workforce and help us change the world through technology
  2. Professional development opportunities with international customers
  3. Collaborative work environment
  4. Career path and mentorship programs that will lead to new levels.

Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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