Costumer Support Specialist

Location: Medellín, Colombia Employment Type: Full-Time Work Schedule: Monday to Friday Department: Customer Experience / Customer SupportMonthly Salary: USD $700 – $900, depending on experience, English proficiency, and technical background. Position Summary
We are looking for a proactive and customer-focused Customer Support Specialist to join our growing team. This role is responsible for delivering outstanding customer service by providing timely support, resolving customer inquiries, and ensuring a seamless customer experience across multiple communication channels.
The ideal candidate is an excellent communicator, highly organized, detail-oriented, and passionate about helping customers. This individual should be comfortable working in a fast-paced environment while maintaining high customer satisfaction standards.

Key Responsibilities
Serve as the primary point of contact for customers via email, chat, phone, and other communication channels.Respond to customer inquiries professionally and efficiently.Troubleshoot and resolve customer issues while maintaining a positive customer experience.Escalate complex issues to the appropriate internal teams when necessary.Accurately document customer interactions using the company's CRM system.Follow up with customers to ensure complete issue resolution.Meet and exceed established Service Level Agreements (SLAs).Maintain high customer satisfaction (CSAT) scores.Identify recurring customer issues and recommend process improvements.Contribute to maintaining and improving the company's knowledge base.Collaborate with Product, Operations, Sales, and Technical teams to enhance the customer experience.
Qualifications
Education
Technical Degree, Technologist, or Bachelor's Degree in:Business AdministrationInternational BusinessMarketingCommunicationsIndustrial EngineeringInformation TechnologyOr related fields

Experience
2+ years of experience in Customer Support, Customer Service, Customer Experience, or a similar client-facing role.Experience supporting international customers is preferred.Experience working in technology, SaaS, FinTech, E-commerce, or BPO environments is a plus.

Technical Skills
Experience with one or more of the following tools:
ZendeskSalesforceHubSpotFreshdeskIntercomJiraSlackGoogle WorkspaceMicrosoft Office Suite

Language Requirements
English: B2 (minimum)Preferred: C1Spanish: Native
Candidates should be able to:
Communicate fluently with international customers.Write professional emails in English.Explain technical or operational processes clearly.Handle customer complaints with professionalism and empathy.

Core Competencies
Customer-focused mindsetExcellent verbal and written communicationProblem-solving skillsStrong organizational skillsAttention to detailTime managementAdaptabilityEmotional intelligenceTeamwork and collaborationCritical thinkingAbility to multitask in a fast-paced environment

Key Performance Indicators (KPIs)
Performance will be measured through:
Customer Satisfaction (CSAT)First Response Time (FRT)First Contact Resolution (FCR)Average Resolution Time (ART)SLA ComplianceTicket QualityProductivityCustomer RetentionTicket Backlog Management
What We Offer
Competitive salary aligned with the Colombian market.Professional development and career growth opportunities.Continuous training programs.Collaborative and inclusive work environment.Opportunity to work with international clients.Comprehensive onboarding program.Performance-based recognition and career advancement opportunities.