Customer Service Representative overseeing order management and customer engagement with SAP proficiency. Responsible for resolving inquiries and maintaining relationships with high - volume clients.
About the role
- Product Support Specialist providing first-line support for Neostella products and collaborating with internal teams to resolve complex issues. Engaging with customers and maintaining knowledge base documentation.
Responsibilities
- Serve as the first point of contact for product support inquiries.
- Respond to tickets, emails, chats, or calls in a professional and timely manner.
- Log, monitor, and categorize incoming support requests across supported product lines.
- Apply standard operating procedures (SOPs) to resolve common technical issues.
- Perform initial diagnosis and troubleshooting of application-related problems.
- Escalate complex or unresolved issues to Product and Development teams support using established protocols.
- Document troubleshooting steps and outcomes in the knowledge base.
- Support customers with product-related questions, configurations, and basic usage guidance.
- Collaborate with the team to ensure compliance with service level agreements (SLAs).
- Participate in team meetings to share updates, recurring issues, and opportunities for improvement
Requirements
- 2+ years of experience in IT Support functions.
- B2–C1 level proficiency in English (written and spoken).
- Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox).
- Experience creating, updating, and maintaining knowledge base articles and internal documentation.
- Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
- Proven ability to analyze issues, identify root causes, and apply effective solutions.
- Strong organizational skills and ability to prioritize tasks under pressure.
- Excellent attention to detail in work and communication.
- Willingness to work on Colombian holidays.
- Completion of an assessment is required.
- **Nice to Have:**
- Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
- Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
- Interest in developing skills in APIs, JSON, or scripting languages.
- Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.
Benefits
- You will have Undefined Contract, a fast and deep growing career path, pre-paid health insurance coverage with Sura for you and one additional member of your family, flex time, flexibility to work from home or in the office, yearly ophthalmological health bonus, and the opportunity to improve your English skills by working side-by-side with international teams and projects, apart from fully personalized English classes, and more!**
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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