Support & Customer Care Senior Specialist

hace 3 semanas


Bogotá, Colombia Docplanner A tiempo completo

Descripción del empleo

La/El especialista de soporte se encargará de tomar chats de nuestros clientes directos para apoyarles a resolver sus dudas y solicitudes así como dar seguimiento a tickets internos y externos.

Analizar e informar sobre el mal funcionamiento del producto a nuestro desarrolladores Responder y dar soporte a consultas por teléfono, correo electrónico o a través de otros canales de comunicación de manera oportuna y profesional. Brindar asistencia técnica y solucionar problemas relacionados con el uso de nuestros productos a los especialistas y doctores. Dar seguimiento oportuno a los reportes globales para asegurar que la comunicación se lleve a cabo de la manera adecuada Compartir solicitudes de funciones y soluciones alternativas eficaces con los miembros del equipo para mejorar tiempos de respuesta Mantener y actualizar la base de conocimientos con preguntas frecuentes, soluciones a problemas comunes y mejores prácticas. Garantizar la auditoria, ejecución y seguimiento a procesos ligados a soporte, asegurando su cumplimiento Realizar en tiempo y forma la correcta asignación o retiro de permisos en las diferentes plataformas habilitadas para la operación en general

Requisitos

Experiencia de al menos 2 años en Tech support por chat y telefónico Seguimiento y resolución de Tickets internos y externos Experiencia en manejo de clientes vía chat Experiencia en escalaciones y trouble shooting Uso de Jira, G Suite, Slack Uso de CRM: Sales Force y/o HubSpot preferentemente Ingles conversacional / Avanzado  Vivir en Bogotá (esquema de trabajo hibrido)

Información adicional

Te ofrecemos:

Salario básico de 3.. COP al mes Prestaciones de Ley Día de cumpleaños compensatorio Trabajo en modalidad híbrida Bonos de alimentación people pass  Medicina pre-pagada al Sexto mes Plan de opciones sobre acciones Beneficio de educación para idioma inglés Plataformas de educación continua y descuentos con empresas
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