UnifyCX is growing and looking for a Technical Customer Support Representatives to join our motivated

and ambitious team in Barranquilla.

What Will You Do?

As a Technical Customer Support Representative, you will serve as the first point of contact for

customers seeking assistance with our products and services. You will provide exceptional support

across multiple communication channels, resolve common issues, and ensure customers receive timely

and accurate guidance while partnering closely with technical teams when escalations are needed.

Key Responsibilities:
customer-focused support.
- Troubleshoot basic technical issues including login problems, microphone/headset concerns,

hardware issues, and general device-related challenges on Chromebooks, iPads, and Windows

devices.
- Answer product questions regarding features, functionality, and best practices to help

customers maximize their experience.
- Identify issues requiring advanced technical expertise and escalate cases to Tier 2 Support with

documentation and context.
- Accurately document customer interactions,



troubleshooting steps, and relevant details within

Salesforce CRM.
- Meet established service level agreements (SLAs), including 24-hour initial response

expectations and timely escalation handoffs.
- Maintain high levels of customer satisfaction through clear communication, proactive follow-up,

and realistic expectation setting.
- Contribute to internal knowledge base documentation to enhance self-service resources and

team efficiency.
- Follow established escalation procedures to ensure critical issues, product bugs, and sensitive

matters are addressed promptly.
- Monitor support queues and maintain productivity standards while effectively managing case

volume and priorities.

Who are you?

You are a customer-focused professional who enjoys helping others and delivering positive support

experiences. You communicate effectively, stay organized in a fast-paced environment, and know whe

📌 Customer Service/tech Support Agent (Barranquilla)
🏢 unifyCX
📍 Barranquilla