**Job Summary**

Our Customer Support Executive will be responsible for ensuring customer satisfaction through working with the CEIC operations team, product development team, and account managers. This person will be a key part of the Customer Support team located in Bogotá, responsible for supporting end users and account managers to onboard end users, manage queries, and troubleshoot/escalate queries ensuring a positive experience of CEIC for clients. That’s why this person must have a proactive relationship attitude and be customer service oriented.

**Core responsibilities**
- Manage the end-to-end user query process from ticket reporting to resolution to ensure SLA commitment.
- Get prompt responses from operations and or product development team to ensure response times committed within the sales offer.
- Provide user support, training, and onboarding to our client base.
- Act as frontline support to answer any query on CEIC covering content, tools, and usability.
- Escalate query to 2nd level support for complete resolution.
- Work closely with the Account Managers to ensure a high level of service quality and user satisfaction.
- Work closely with the Product Development Team on the user feedback analysis & enhancements implementation.




- Assist in creating training courses and educational materials (internal & external).
- Provide user training, collect, and summarize user feedback.
- Document query/issues to build up knowledge base.
- Assist in product testing.

**Requirements**:

- Bachelor’s degree in economics or related field.
- Good understanding of Economics sciences.
- Fluency in English - C1 Level required.
- Excellent interpersonal skills.
- 2 - 3 years of experience.
- Basic IT knowledge is a plus.
- Portuguese speaker is a plus.
- Organized and structured.
- Goal oriented.

**Key behaviours and previous experience**
- Excellent customer service and relationship-building skills, both internally with our account managers, and product development team and externally with clients/end users.
- A lover of data who knows their way around our product.
- Somebody who knows when to escalate.
- Self-management - a structured approach to handling queries to resolution, gathering user/AM feedback.
- Active listening skills to understand client issues to resolution and listen to account management feedback.

If you are interested in this position, please send your **CV in English**.

📌 Customer Support Executive (Bogotá)
🏢 ISI
📍 Bogotá