Tier I Product Support Specialist

hace 2 semanas

Medellín, Colombia Neostella A tiempo completo

**Key Responsibilities**:

- Monitor, log, and categorize incoming support tickets.
- Use your experience across clients to provide suggestions for template solutions.
- Follow standard operating procedures (SOPs) to resolve common issues.
- Ensure that response and resolution times comply with established service level agreements (SLAs).
- Document troubleshooting steps and solutions in the knowledge base.
- Identify patterns in reported issues and flag potential system-wide problems.
- Assist users with basic Neodeluxe products configurations and settings.
- Work closely with Tier 2 and development teams to relay critical issues.
- Escalate issues when necessary to T2, using established support team protocols.
- Prioritize issues based on severity and impact.
- Participate in team meetings to discuss recurring problems and potential improvements.

**Requirements**:

- Our procedures and products evolve rapidly and constantly, you must be an investigative person and self-taught in new processes.
- Excellent oral and written communication skills
- Minimum English proficiency at B2 level, preferably C1.
- Great relationship management skills - you’ll be working with multiple clients and internal teams all the time so you’ll need to be able to work with a lot of different personalities and people from different cultures.
- Customer service mentality and ability to handle stressful situations calmly.
- Ability to complete tasks assigned at a quick and accurate pace
- Collaboration and communication of status of tasks
- Experience using Filevine
- Ability to diagnose and troubleshoot common software issues systematically.
- Ability to analyze complex problems and propose effective solutions.
- Strong attention to detail when gathering issue-related information.

**Nice-to-Have**:

- Neostella Products Knowledge
- Experience using Zendesk, Jira is preferred
- Knowledge of monitoring tools (such as Coralogix, Nagios, New Relic, etc.).
- Experience in cloud environments (AWS, Azure, Google Cloud).
- Knowledge of agile methodologies (Scrum, Kanban).
- Technical background is preferred - have knowledge of code/software development and its general functionalities.
- Previous experience in IT support, helpdesk, or customer service roles is a plus.

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