Mid Customer Support Specialist

Company Overview: 

Global Technology Services 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, Philippines and the United States, contributing to cutting-edge developments in multiple industries. 

Position Title: Mid Customer Support Specialist 

Location: LATAM 

What you will be doing: 

We are seeking a Customer Support I professional to join our customer service team. In this role, you will work directly with customers to ensure they are successful, happy, and continuously supported. You will be the frontline of support, managing requests, troubleshooting, and documenting cases to ensure customer satisfaction. 

• Provide comprehensive customer support for various systems and product features, acting as the ‘voice of the customer’ across teams (product, engineering, customer success, etc.). 

• Analyze customer requests and product requirements to ensure they are successfully resolved or escalated, using your understanding of Salesforce and client's products.

• Utilize Agile methodologies to support cross-functional teams and act as the voice of the customer in sprint planning and feature development. 

• Document, track, and effectively communicate customer requests, issues, and feature requirements with both internal teams and customers. 

• Support the creation and iteration of best-practices processes, tools, and systems for customer and product support in a fast-growing CS team. 

• Build and cultivate trusted, transparent relationships with customers, ensuring high-quality support and satisfaction. 

• Utilize Salesforce and other tools to track and manage support tickets and feature requests. 

• Maintain and update internal documentation and knowledge bases to ensure up-to-date processes. 

• Manage support ticket resolution from inception to closure, maintaining accurate documentation along the way. 

• Engage in product feedback cycles, working with product managers and engineers to influence product development. 

• Take part in the continuous improvement of customer support workflows and the CS function. 

Required Skills & Experience 

To excel in this role, you should possess: 

• 3 years of experience in customer support, customer success, or technical account management, preferably within a SaaS or enterprise environment. 

• Expertise in Salesforce, with hands-on experience in configuration, administration, or power user skills. 

• Familiarity with Salesforce features such as reports, dashboards, data loading, list views, and field/object customization. 

• Proven experience troubleshooting and resolving product/customer issues and handling technical escalations. 

• Strong communication skills in both English and Spanish (writing and speaking).

• Ability to work collaboratively in a fast-paced, ever-changing environment.

• High-energy, proactive mindset with a solution-oriented approach to problem-solving. 

• Ability to work independently and as part of a team to ensure customer success. 

Nice to have:

• Experience with technical support platforms like Jira, HubSpot, or Zendesk.

• Hands-on experience with API integrations and basic understanding of product development processes. 

• Experience with Salesforce Trailhead or progress toward Salesforce Admin certification. 

• Background in eCommerce, financial services, or other industries similar to the client's customer base. 

Soft Skills 

• Clear Communication: Ability to communicate complex technical issues clearly and concisely, especially when escalating incidents to internal teams. 

• Analytical Problem-Solving: Capacity to proactively identify and troubleshoot customer-facing issues.

• Meticulous Attention to Detail: A focus on detailed execution, especially in maintaining accurate support documentation and handling complex tickets.

• Ownership & Accountability: Takes full responsibility for ensuring customer success through the lifecycle of their support requests. 

Why you will love GTS: 

● Join a powerful tech workforce and help us change the world through technology ● Professional development opportunities with international customers

● Collaborative work environment 

● Career path and mentorship programs that will lead to new levels. 

Join GTS and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. GTS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.