Customer Support Specialist II COP

FULL REMOTE IN COLOMBIA

JUNIOR VACANCY (2 or more years of experience in technical customer support, preferably supporting a B2B SaaS product)

As a Customer Support Specialist II, you will independently resolve a broad range of customer issues requiring deeper product knowledge and technical investigation. You will own cases from initial contact through resolution, communicate clearly with customers, and escalate complex issues with the diagnostic evidence needed for efficient investigation.

Responsibilities:

• Intermediate Support Ownership
• Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues.
• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.
• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.
• Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.
• Prioritize cases based on customer impact, urgency, and applicable service-level expectations.
• Recognize when an issue requires Level III, Product, or Engineering involvement.
• Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, troubleshooting completed, and supporting evidence.
• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.
• Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.
• Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.
• Follow all security, privacy, access, and customer-data handling requirements.

What Your Day-to-Day Will Look Like:

• Manage a queue of customer conversations and tickets across different levels of urgency and complexity.
• Troubleshoot issues that require more investigation than standard first-line guidance.
• Reproduce customer problems and isolate potential causes across different devices and environments.
• Maintain clear and empathetic communication throughout the investigation.
• Keep customers informed when resolution requires additional time or another team’s involvement.
• Work with Level III specialists and internal teams on complex technical cases.
• Verify fixes or workarounds and confirm the customer’s outcome before closing a case.
• Document lessons learned and contribute to improvements in support procedures.
• Meet quality, productivity, service-level, documentation, and customer-experience expectations.

Requirements

• 2 or more years of experience in technical customer support, preferably supporting a B2B SaaS product.
• Experience independently owning customer cases from intake through resolution.
• Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.
• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.
• Ability to gather technical evidence and create clear, actionable escalations.
• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.
• Strong case-management, documentation, and organizational skills.
• Experience using Zendesk, Intercom, or comparable support platforms.
• Ability to work independently while collaborating effectively with distributed teams.
• Commitment to continuous learning and support-process improvement.

Preferred Qualifications

• Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
• Experience supporting enterprise or operational-software customers.
• Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.