Responsibilities

- Analyze incoming requests and discern core requirements
- Mediate conflicts, de-escalate tensions, and align competing priorities using data-driven negotiation
- Act as the central liaison between Customer Support, Product, and Engineering
- Translate complex technical jargon into clear, user-friendly language for customers
- Monitor the progress of escalated tickets, ensuring alignment with service expectations

Requirements

- 2+ years in a hybrid role combining Business Analysis, Technical Support, or Customer Success within a software or technology environment
- Exceptional ability to handle friction and pushback from internal teams
- Exceptional ability to read between the lines of customer and internal complaints
- Proven ability to manage multiple moving parts, follow up relentlessly, and lead by influence across different departments
- Hands‑on experience with ticketing and project management systems (e.g., Jira, Zendesk, Salesforce, or similar)

Soft Skills

- data-driven negotiation
- conflict mediation
- de-escalation
- alignment of priorities
- communication
- customer advocacy
- influence
- problem-solving
- multitasking
- follow-up

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📌 Support Business Analyst (Bogotá)
🏢 Jobtailor
📍 Bogotá