Job Title: Senior Application Support Specialist
Key Skills: Application Support, SaaS Support, Technical Troubleshooting, Zendesk, Intercom, Web & Mobile Applications, Customer Support, Incident Escalation
Experience: 3+ YOE.
Location: Colombia
Mode: Remote
We at Coforge are hiring Senior Application Support Specialist (#14816-4-5) with the following skill set.
Key Responsibilities
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Provide technical customer support through live chat and ticketing platforms, troubleshooting product, authentication, permissions, connectivity, browser, mobile, and application-performance issues.
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Independently own customer cases from initial contact through resolution, reproducing issues, gathering diagnostic evidence, providing workarounds, and confirming successful outcomes.
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Escalate complex technical issues with complete documentation, including business impact, reproduction steps, expected and vigente behavior, troubleshooting performed, logs, and supporting evidence.
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Maintain accurate case documentation, contribute to knowledge-base content, identify recurring issues,
and collaborate with senior support, Product, and Engineering teams to continuously improve the customer experience.
Required Skills & Qualifications
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3+ years of customer or technical support experience, preferably supporting B2B SaaS products.
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Experience independently managing customer cases from intake through resolution.
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Strong technical troubleshooting skills across web and mobile applications, browsers, operating systems, account access, permissions, and basic networking.
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Experience with Zendesk, Intercom, or comparable customer support platforms.
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Strong analytical and problem-solving skills with a methodical approach to technical investigation.
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Ability to gather diagnostic evidence and create clear, actionable technical escalations.
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Excellent English written and verbal communication skills, including explaining technical concepts to non-technical customers.
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Strong case
📌 Senior Application Support Specialist (Cali)
🏢 Encora
📍 Cali