Work Hours: 8:00AM - 5:00PM, 12:00PM - 9:00PM Central Standard Time (Monthly Rotation)
Model of Work: Hybrid
Overview
As a Support Consultant, you will join a highly effective general team known for delivering exceptional client support. This role is perfect for growth-focused individuals. You'll have the opportunity to hone your problem-solving skills while learning about software support best practices as you resolve issues rapidly and efficiently in a fast-paced technical environment. A strong passion for customer satisfaction and a commitment to continuous learning are essential.
Responsibilities
- Responsible for managing a backlog of customer issues, including the ticket's life cycle, which includes issue triage, documenting software defects, testing, offering resolution guidance and ensuring a positive customer experience by delivering on SLA timelines.
- Collaborate effectively with global cross-functional teams, including products, engineering, etc. to resolve customer issues.
- Responsible for taking resolved customer issues and curating them into a knowledge base system.
- Ability to set achievable goals and deadlines and maintain a commitment to achieving goals in the face of obstacles and frustrations.
- Responsible for providing both periodic after-hours support for critical issues and participating in a formal on-call rotation.
- And other duties as assigned.
Core Competencies
- Strong problem-solving skills and an ability to critically analyze complex issues and situations to resolve them promptly and professionally.
- Ability to deliver excellent customer service by taking initiative, demonstrating effective written and verbal communication, and having a strong sense of urgency in achieving positive outcomes.
- Ability to work effectively with internal and external stakeholders to resolve problems. Skilled in active listening, empathy, and conflict resolution, fostering a collabora
📌 Support Consultant (Bogotá)
🏢 Quorum Software
📍 Bogotá
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