Technical Customer Support Specialist

Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We deliver tailored hiring solutions to ensure the perfect match for each role. With deep insight into industry trends, we drive targeted, efficient recruitment that builds long-lasting partnerships and supports business growth. Our mission is simple: help businesses thrive by delivering the right professionals to meet their needs.

Position Overview:

The Customer Support Specialist (CSS) is a proactive and driven professional dedicated to delivering exceptional customer service. With a strong sense of emotional intelligence, self-awareness, and a commitment to continuous learning, the CSS plays a vital role in supporting end users. They provide technical support by fielding calls and responding to requests through the ticketing system, ensuring that users receive timely solutions to software issues. Working with minimal supervision, the CSS is also a key contributor to the knowledge base and acts as a subject matter expert (SME) for client inquiries.

Key Responsibilities

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users.
• Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.
• Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions.
• Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
• Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently.
• Draft and update knowledge base articles for common fixes and continuously research new features or functionality to expand the knowledge base
• Serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance.
• Document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues. Manage escalations from Level 1 to Level 2 for more complex concerns.
• On-Call Support: Participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users.
• Demonstrate strong verbal and written. communication skills, effectively collaborating with end users and team members.
• Prioritize tasks and manage multiple tickets simultaneously.
• Continuously develop and enhance knowledge in software systems, hardware, network connectivity, and peripheral support to stay current with technology trends and improve service quality.
• Perform all other duties or special projects as assigned by the Customer Support Manager or leadership team.

Required Skills & Experience

• Proven experience in customer or technical support (software/IT preferred).
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.
• Works independently and collaborates effectively in a team.
• Technical proficiency with software systems, hardware, and network connectivity.
• Hands-on experience with Zendesk (Support/Talk/Guide).
• APIs & integrations: hands-on with REST APIs, webhooks, and basic payload mapping/testing (e.g., Postman).
• Database concepts: practical SQL (SELECT/JOIN/GROUP BY), relational modeling basics, data integrity, and troubleshooting data discrepancies.

Preferred Qualifications

• Zendesk administration expertise: roles/permissions, SLAs, triggers/automations, views/macros, Talk/IVR routing & schedules.
• Experience with Jira or other customer service/work management platforms.
• Familiarity with IT support concepts and troubleshooting frameworks.
• Exposure to enterprise SaaS environments.
• Self-driven, continuous learner with a calm approach under pressure/escalations.
• Bonus: experience connecting Zendesk to BI tools (Domo/Looker/Tableau/Power BI) or data pipelines

Soft Skills

• Fast learner with a proactive mindset.
• Highly collaborative, adaptable, and able to work in a distributed, cross-cultural team.
• Strong problem-solving and analytical thinking.

Join us and be part of a company transforming businesses globally

Benefits

• Competitive salary in Colombian pesos (COP)
• Private medical insurance
• Continuous training and mentoring
• Work with a Leading Global company
• Growth Opportunities: Join a growing team with plenty of room for career advancement.
• Collaborative Culture: Work alongside passionate professionals in an innovative environment.
• In-Office Role: Excellent opportunity to collaborate with Leadership in Medellín's modern office.

Tuesday through Saturday.12:00 p.m. to 9:00 p.m. ET schedule.

This is an Excellent Opportunity!

Only resumes in English will be considered for this position