Customer Support Specialist

Role overview Provide first-line support to customers using business software, helping them resolve common issues and learn product features. The role handles a steady flow of phone, email, and chat inquiries, documents each interaction, and escalates technical problems that need further investigation.

Responsibilities - Respond to inbound support calls and customer questions submitted by phone, email, and chat. - Troubleshoot common product issues and investigate reported problems before escalating more complex technical cases. - Explain product features and guide customers through using the available tools. - Keep current with product releases so support guidance stays accurate. - Record each customer interaction in the support tracking system. - Provide consistent, professional service, including during challenging customer conversations.

Requirements - Strong written and spoken communication skills, with a clear, friendly, and professional manner. - Ability to stay calm and constructive when customers are frustrated or situations are difficult. - Good time management, attention to detail, and interpersonal skills. - Ability to work collaboratively and handle daily phone, chat, and email support. - Professionalism, integrity, and sound judgment.

Nice to have - At least one year of customer service experience or equivalent; a bachelor’s degree is preferred. - Familiarity with customer support or workplace tools such as CRM, contact-center, messaging, and office software.

Benefits and work setup - Benefits listed include Colombian social security coverage, up to 15 days of flexible paid time off, paid sick leave, parental leave in line with local law, and official public holidays.