Customer Support Specialist
Lean Tech
full-time
Posted on:
Location Type: Remote
Location: Colombia
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About the role
- Work directly with customers to ensure they are successful, happy, and continuously supported.
- Be the frontline of support, managing requests, troubleshooting, and documenting cases to ensure customer satisfaction.
- Provide comprehensive customer support for various systems and product features, acting as the ‘voice of the customer’ across teams.
- Analyze customer requests and product requirements to ensure they are successfully resolved or escalated, using understanding of Salesforce and client's products.
- Utilize Agile methodologies to support cross-functional teams and act as the voice of the customer in sprint planning and feature development.
- Document, track, and effectively communicate customer requests, issues, and feature requirements with both internal teams and customers.
- Build and cultivate trusted, transparent relationships with customers, ensuring high-quality support and satisfaction.
- Manage support ticket resolution from inception to closure, maintaining accurate documentation along the way.
- Engage in product feedback cycles, working with product managers and engineers to influence product development.
Requirements
- 3 years of experience in customer support, customer success, or technical account management, preferably within a SaaS or enterprise environment.
- Expertise in Salesforce, with hands-on experience in configuration, administration, or power user skills.
- Familiarity with Salesforce features such as reports, dashboards, data loading, list views, and field/object customization.
- Proven experience troubleshooting and resolving product/customer issues and handling technical escalations.
- Strong communication skills in both English and Spanish (writing and speaking).
- Ability to work collaboratively in a fast-paced, ever-changing environment.
- High-energy, proactive mindset with a solution-oriented approach to problem-solving.
- Ability to work independently and as part of a team to ensure customer success.
Benefits
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportcustomer successtechnical account managementSalesforceconfigurationadministrationtroubleshootingproduct issue resolutiondata loadingfield customization
Soft Skills
communicationcollaborationproblem-solvingproactive mindsetcustomer relationship managementadaptabilityindependenceteamworkhigh-energysolution-oriented