Technical Customer Support Specialist

About the role

The Customer Support Specialist provides proactive technical assistance to end users of proprietary software, handling inquiries via calls, tickets, and email while contributing to the knowledge base and acting as a subject‑matter expert.

Key responsibilities

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting.
• Act as primary point of contact for application issues, responding through calls, tickets, or email.
• Maintain detailed case records in the ticketing system and draft knowledge‑base articles.
• Manage escalations to Level 2 and participate in a rotating on‑call schedule.

Required profile

• Proven experience in customer or technical support, preferably software/IT.
• Strong analytical, problem‑solving and multitasking abilities in a fast‑paced environment.
• Excellent verbal and written communication with a customer‑first mindset.
• Ability to work independently and collaboratively within a distributed team.

Required skills

• Hands‑on experience with Zendesk (Support, Talk, Guide) and its administration.
• Experience with REST APIs, webhooks, and testing tools such as Postman.
• Practical SQL knowledge (SELECT, JOIN, GROUP BY) and basic relational data concepts.
• Familiarity with Jira or similar work‑management platforms.

What we offer

• Competitive salary paid in Colombian pesos.
• Private medical insurance.
• Continuous training and mentoring.
• Growth opportunities within a global IT company.
• Collaborative culture and modern office in Medellín (Tuesday‑Saturday, 12 pm‑9 pm ET).