- Location
- Medellín, Medellin, Colombia · published
- Type
- Full-time
- Department
- Customer Service
- Source
- Workable
Description
At Neostella, we pride ourselves on delivering exceptional client support through innovation, expertise, and a customer-first approach. We help our clients maximize the value of their technology by addressing issues quickly and effectively, allowing them to focus on growing their businesses.
We are looking for a Product Support Specialist to serve as the first point of contact for product support inquiries. This role involves troubleshooting application-related issues, responding to customer questions, documenting solutions, and collaborating with Product and Development teams to resolve more complex problems. The ideal candidate has a strong analytical mindset, excellent written and verbal communication skills, and a background in IT support. They should be comfortable managing multiple requests, following established procedures, and providing clear, customer-friendly guidance while maintaining a high standard of service.
Key Responsibilities:
- Serve as the first point of contact for product support inquiries.
- Respond to tickets, emails, chats, and calls professionally and in a timely manner.
- Log, monitor, and categorize incoming support requests across supported product lines.
- Apply standard operating procedures (SOPs) to resolve common technical issues.
- Perform initial diagnosis and troubleshooting of application-related problems.
- Escalate complex or unresolved issues to Product and Development teams using established protocols.
- Document troubleshooting steps, solutions, and outcomes in the knowledge base.
- Support customers with product-related questions, configurations, and basic usage guidance.
- Collaborate with the team to meet service level agreements (SLAs).
- Participate in team meetings to share updates, recurring issues, and opportunities for improvement.