Technical Support Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Connext A tiempo completo US$30.000 - US$60.000 al año

The Technical Support Specialist serves as the first point of contact for customers, providing expert assistance and promptly resolving technical issues. The ideal candidate will possess exceptional communication skills and technical expertise, which are crucial for ensuring customer satisfaction and maintaining the organization's reputation for delivering high-quality support.

Job Description


• Serve as the first point of contact for customers via phone, email, and chat, delivering prompt, professional, and empathetic support.


• Address a wide range of inquiries related to products, orders, accounts, environments, and setup, ensuring clear and helpful guidance.


• Provide accurate pre-purchase support, including product recommendations and environment compatibility insights to help guide customers toward confident buying decisions.


• Assist with basic setup and installation, including simulator positioning, software guidance, and initial configuration.


• Support order tracking and respond to general account-related questions with clarity and efficiency.


• Troubleshoot and resolve basic product or software issues, escalating more complex cases to internal teams while maintaining ownership through resolution.


• Document all customer interactions, steps taken, and outcomes in the CRM ticketing system in a timely and accurate manner.


• Ensure proper escalation and prioritization of high-impact issues in line with company protocols.


• Collaborate with Sales and Operations teams to ensure smooth internal handoffs and unified customer experience.


• Proactively identify process improvements that enhance efficiency, customer satisfaction, or internal workflow.


• Stay informed on product updates, software enhancements, and company tools to ensure accurate, up-to-date support.


• Maintain a positive, adaptable mindset in a fast-paced environment, keeping customer satisfaction at the forefront by ensuring all sales, technical, and operational inquiries are addressed and every customer feels supported and valued.

Required Qualifications


• Clear and coherent in both written and verbal communication skills, with a professional and customer-first attitude.


• Comfortable addressing product-related questions, guiding setup and installation, assisting with order status, and resolving basic issues.


• Proficient with both Windows and Mac operating systems, along with standard office productivity tools.


• Experience using CRM or helpdesk platforms, particularly HubSpot, NetSuite, or Shopify.


• Strong multitasking, organization, and attention to detail.


• Displays patience, empathy, and professionalism, especially in high-pressure situations.

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