Junior+ Helpdesk Support Specialist (Medellín)

Company Overview: Empresa confidencial is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries. Position Title: Junior+ Helpdesk Support Specialist Location: Remote. LATAM What you will be doing: The Helpdesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud (Salesforce). This role is essential in addressing primary technical concerns, with opportunities to escalate more complex issues. Key duties include maintaining accurate documentation, contributing to the knowledgebase development, and efficiently supporting customer requirements through effective communication. Collaborating within a dynamic team, this position offers exposure to new technologies and involvement in various projects, enhancing the support framework and processes of the organization.
- Provide Level 1 support via the Service Cloud ticketing system and phone (Salesforce preferred), resolving basic technical issues efficiently.
- Escalate unresolved issues to Level 2 support, ensuring a smooth transition and resolution process.
- Document all customer interactions and technical issues meticulously in the Service Cloud system.
- Assist in the creation and updating of knowledgebase articles and troubleshooting documents to improve support resources.
- Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction.
- Monitor key metrics and K Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b2jaj