Junior Support Specialist
Lean Tech
full-time
Posted on:
Location Type: Hybrid
Location: Medellin • 🇨🇴 Colombia
Visit company websiteJob Level
Junior
About the role
- Deliver comprehensive client support through inbound help desk chats, emails, and outbound Zoom and phone calls, ensuring exceptional customer experiences.
- Facilitate troubleshooting sessions to identify issues and re-educate clients on the optimal use of the company’s products.
- Conduct root cause analysis for client-reported issues in web-based and mobile applications to ensure timely resolution.
- Utilize general support methodologies and defined troubleshooting procedures to guide internal team members and clients in effectively interacting with the applications.
- Recognize and prioritize critical issues, directing them to the appropriate resources, and ensuring follow-through to resolution.
- Meticulously document, process, and track client interactions in Zendesk and JIRA for accurate records and continuous improvement.
- Contribute to the company's knowledge base by updating help center resources to enhance client access to information.
- Develop a deep understanding of our solutions and services, adapting to the dynamic needs of end-user support.
- Translate technical responses from technical teams into accessible language for effective communication with non-technical stakeholders.
Requirements
- 1-2 years of product support experience, preferably in a Software as a Service (SaaS) company.
- Strong communication skills, both verbal and written, with the ability to translate technical jargon into layman's terms for non-technical stakeholders.
- Technical aptitude with an enthusiasm for learning new software tools and skills.
- Excellent listening skills to convert customer communications into actionable support or development tasks.
- Self-starter mentality with the ability to manage support tickets independently.
- Strong organizational skills, attention to detail, and motivation to document processes diligently.
- Creative problem solver capable of resolving issues swiftly and effectively.
- Ability to work under pressure, maintaining professionalism and poise during stakeholder interactions.
- General support methodologies and procedures pertinent to SaaS environments.
Benefits
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingroot cause analysisclient supportdocumentationsupport methodologiesSaaStechnical aptitudeproblem solvingticket management
Soft skills
communicationlisteningorganizational skillsattention to detailself-startercreativityprofessionalismpoise