We are looking for a dedicated Technical Support Specialist to join our Solutions Center team. You will be an important representative of the brand, providing support to our customers. You will deliver outstanding customer service over email, chat, and phone by problem-solving technical issues, providing end-user support, ensuring customers are using our products correctly, and facilitating a seamless ordering process.

You will also flag trends in customer cases to other teams (i.e. quality and logistics teams) to solve ongoing issues that our customers raise.

You Will:

- Track and respond to customer inquiries over email, chat, and phone using ZenDesk and take actions in Shopify and NetSuite.
- Deliver a positive customer experience by providing prompt, courteous, and thorough responses.
- Respond to approximately 70 - 80 tickets per day, depending on ticket volumes.
- Develop an understanding of full product portfolio and logistics systems to consistently provide accurate and complete information to our customers.
- Authorize and process customer returns and warranty replacement claims. Provide documentation to make the process pain-free for our customers.
- Monitor and flag trends in customer cases; collaborate with other teams to track and permanently solve common customer issues.
- Support process improvement projects.

You Have:





- Experience in technical support in consumer electronics. You will have very few scripted interactions with customers - most of your interactions will require thinking critically and coming up with responses based on your knowledge of the company, the systems we use, and the products we sell.
- Experience working with Excel, Word, and Google documents. You will need to create and share documents which may include building simple tables to share data. The ability to use data-preparation formulas will be helpful but is not required.
- An interest in technology. You are excited to learn about the product portfolio and even more excited to help our customers get the most out of their products.
- An eagerness to implement technology tools to ensure efficient customer support and reporting.
- Familiarity with CRM systems and best practices. Knowledge of NetSuite or Zendesk.
- Professional hands-on experience in Shopify or any e-commerce platform
- Experience handling support requests from a variety of different channels. You have a proven track record of hitting targets.

What we offer

- Competitive salary
- Remote set up - we provide the computer!
- Indefinite contract
- Pre-paid medicine
- Life insurance
- Schedule Monday to Friday 8am - 5pm CST
- You MUST live in Bogota

📌 Technical Support Specialist (Colombia)
🏢 Booth
📍 Colombia