Hybrid Junior Support Specialist

at Lean Tech

• Job title: Junior Support Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Medellin, Colombia

About the role

• Support Specialist delivering client support and troubleshooting for SaaS healthcare solutions. Collaborate with technical teams and ensure exceptional customer experiences through diverse support channels.

Responsibilities

• Deliver comprehensive client support through inbound help desk chats, emails, and outbound Zoom and phone calls, ensuring exceptional customer experiences.
• Facilitate troubleshooting sessions to identify issues and re-educate clients on the optimal use of the company’s products.
• Conduct root cause analysis for client-reported issues in web-based and mobile applications to ensure timely resolution.
• Utilize general support methodologies and defined troubleshooting procedures to guide internal team members and clients in effectively interacting with the applications.
• Recognize and prioritize critical issues, directing them to the appropriate resources, and ensuring follow-through to resolution.
• Meticulously document, process, and track client interactions in Zendesk and JIRA for accurate records and continuous improvement.
• Contribute to the company's knowledge base by updating help center resources to enhance client access to information.
• Develop a deep understanding of our solutions and services, adapting to the dynamic needs of end-user support.
• Translate technical responses from technical teams into accessible language for effective communication with non-technical stakeholders.

Requirements

• 1-2 years of product support experience, preferably in a Software as a Service (SaaS) company.
• Strong communication skills, both verbal and written, with the ability to translate technical jargon into layman's terms for non-technical stakeholders.
• Technical aptitude with an enthusiasm for learning new software tools and skills.
• Excellent listening skills to convert customer communications into actionable support or development tasks.
• Self-starter mentality with the ability to manage support tickets independently.
• Strong organizational skills, attention to detail, and motivation to document processes diligently.
• Creative problem solver capable of resolving issues swiftly and effectively.
• Ability to work under pressure, maintaining professionalism and poise during stakeholder interactions.
• General support methodologies and procedures pertinent to SaaS environments.

Benefits

• Professional development opportunities with international customers
• Collaborative work environment
• Career path and mentorship programs that will lead to new levels.