Customer Success Support Specialist

Locations: Medellin, Colombia only (remote)

Please note: this position is ONLY open to people living, and able to legally work in Medellin, Colombia

Come join us at Odisea Cultura and work with some of the most exciting start-ups in the US!

In this role you will work with an exciting startup using drones to provide data analytics to construction teams to help them better manage their job sites. This is a great chance to work with an exciting company that is helping the top land developers, home builders, contractors, and engineers in the US and Canada.

Their technology guides sitework, so clients can build on schedule and within budget. Every day across the world, leading industrial, residential, and commercial developers' teams use their software to collaborate. For them, this is the guiding "single point of truth" that shows and measures daily work progress, helps to optimize the next steps and prevents costly errors.

The Role

As we begin to build out a new Support team for our client, we’re looking for a Customer Success Support Specialist to guide and empower our customers to effectively utilize the software platform. Becoming a subject matter expert on the platform is paramount as this position requires prompt, professional, and accurate support.

This position is not a development position (writing code), traditional IT support (maintenance/repair), or a remote call center where agents have a very scripted troubleshooting process.

This position requires our Support Specialist to have a high level of cognitive, learning, troubleshooting, and social skills. The Customer Success Support Specialist is responsible for handling customer support inquiries via phone, email, and chat while striving to deepen their understanding of the issues at hand while helping our customers grow in their understanding of the platform.

Note that this role is led by the VP of Customer Success.

The ideal candidate is based in the Medellin area of Colombia and is fluent in written and spoken English with a minimum proficiency ranking of C1 (C2 preferred).

Responsibilities

• Answer calls or emails - Receive and analyze customer requests and provide a thorough explanation and/or solution to the request via troubleshooting.
• Work cross-functionally with GIS, Ops, Product, and Sales to collaborate to find solutions to customer issues or questions
• Create and follow up on Asana Tasks for technical issues and escalate when necessary
• Manage customer chats through Intercom
• Work with Marketing and Product to keep support documentation up to date
• Manage your work priorities - Follow up with customers and keep notes through Intercom, Airtable, Vitally, or other systems, as needed.
• Report problems - Communicate user issues, program bugs and feature requests with the appropriate manager
• Seek out opportunities to learn and grow - View and utilize the multiple internal learning resources
• Do what you say you will do - Arrive to work early/on time to work, follow through on promised call-backs and customer inquiries.
• Be the customer advocate, putting them first.

Qualifications and Attributes

• Professional demeanor and excellent phone etiquette with the ability to handle multiple personalities and escalated issues
• A minimum of 1+ years of work experience supporting Saas software solutions.
• Experience with cloud-based/SaaS solution offerings
• Domain Expertise in residential Land Development preferred: Home Builder, Grading Contractors, Civil or Geotechnical Engineers.
• The ability to type quickly (40+ WPM preferred)
• Excellent written and verbal communication in English
• Strong problem-identification and resolution skills
• Excellent listening skills
• Ability to work individually and as part of a team
• Ability to learn and navigate software platforms quickly
• Ability to receive honest and candid feedback about work performance
• Ability to multi-task, as well as detail-oriented
• High level of integrity and work ethic

About the Company

Odisea was founded on the belief that incredible companies can only be built on the foundation of an intentional culture cultivated by exceptional people. At Odisea, we are addressing a specific need by redefining "nearshoring" to help bridge the opportunity gap between Colombia and the United States, and we are building a passionate team of professionals committed to this purpose.

Apply now to join this great team and see how your career continues to grow.

INDUSTRY
Computer Software | Construction Tech