Viseven

CRM Support Engineer

Viseven

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇦🇷 Argentina

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Job Level

Junior

Tech Stack

AWSCloudSQL

About the role

  • Register, classify, and process all incoming issues (via Email, Service Desk, Messenger, or Chat) in line with SLA agreements.
  • Investigate, troubleshoot, and resolve customer requests at both L1 and L2 levels; escalate complex cases to Development or external vendors with full context.
  • Communicate proactively with Customers regarding progress, resolution status, and any expected delays.
  • Support setup, configuration, and updates of CRM instances and Offline Apps, including synchronization troubleshooting and functional checks.
  • Conduct periodic and ad-hoc testing of client environments, user roles, and purchased functionality.
  • Deliver client trainings on system usage, updates, and new features.
  • Create and maintain support documentation, user guides, and training materials; ensure continuous knowledge base updates.
  • Collaborate with Delivery, Development, and QA teams to support smooth rollouts of fixes, enhancements, and new releases.

Requirements

  • 1+ year of experience in a technical support or customer-facing software environment.
  • Strong problem-solving mindset: self-learner, proactive, able to become a product expert and customer advocate.
  • Excellent communication skills in English (Upper-Intermediate/Advanced), both verbal and written; additional languages are a plus.
  • Organized and detail-oriented, with strong multitasking and time-management skills.
  • Hands-on experience with ticketing/support tools (e.g., Intercom, Jira Service Desk, Zendesk, or similar).
  • Experience with CRM and Offline Apps setup and administration (preferably in SaaS or pharmaceutical/field-force context).
  • Understanding of database management (import/export/mapping of data).
  • Familiarity with SQL, APIs, and cloud environments (AWS) is an advantage.
  • Experience in testing system functionality and reporting issues to Development/QA teams is a plus.
  • Ability to conduct client trainings and create/update support documentation and knowledge base articles.
Benefits
  • Competitive Compensation: Regular performance-based salary and career development reviews.
  • Experienced Team: Join a passionate, experienced team in a friendly atmosphere.
  • Career Growth: Opportunities for professional and career advancement.
  • Paid Time Off: 18 business days per year (20 business days after 2 years of service).
  • Sick Leave - Non-documented: 4 business days per year.
  • Sick Leave - Documented: 20 business days per year.
  • Family Leave: 3 paid business days for marriage, childbirth, or bereavement.
  • Medical Insurance: Comprehensive coverage.
  • English Courses: Learning opportunities to improve your language skills.
  • Professional Development: Participation in forums and conferences.
  • Corporate Events: Regular team-building activities and events.
  • Work Environment: Comfortable, fully equipped office and the possibility to work from home.

ATS Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportproblem-solvingCRM setupdatabase managementSQLAPIscloud environmentssystem testingsupport documentationknowledge base management
Soft skills
communication skillsself-learnerproactiveorganizeddetail-orientedmultitaskingtime-managementcustomer advocacytraining abilitycollaboration