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Product Support Analyst – 9 Month Fixed Term Contract
Location
Colombia
Posted
62 days ago
Salary
$6,600K - $7,000K / month
Seniority
Senior
Job Description
Product Support Analyst – 9 Month Fixed Term Contract
Zappi
• You will triage tickets to understand the issue raised, escalate to the relevant team when necessary, and act as guardian of that issue through to completion. • The role includes keeping stakeholders informed of progress at all stages, in line with internal and external SLAs. • Strong problem-solving and technical skills will be required, along with collaboration with other departments as needed to achieve a quick resolution. • It is important that you build strong working relationships with our customers and internal stakeholders. • You are a strong team player with a collaborative approach, ensuring the customer is always at the heart of everything you do. • You’ll need to be flexible with working patterns to ensure we can build strong relationships with our customers and colleagues.
Job Requirements
- You are fluent in English and Spanish
- You’ll have relevant experience working in a fast-paced technical support role and be comfortable working independently on multiple tickets simultaneously.
- You are experienced in working directly with customers via email and managing their expectations empathetically.
- You’ll have a good understanding of ticket management processes. You will ensure that all tickets are updated with relevant information and that stakeholders are regularly updated.
- You’ll be able to achieve SLA’s/KPIs whilst maintaining excellent attention to detail.
- You have great communication skills and are comfortable expressing yourself clearly in written and spoken English.
- You’ll have experience writing technical documentation as you will help maintain our team processes and help guides.
- You have experience with ticket systems, including platforms like Jira and Salesforce Service Cloud.
- You’ll be the type of person who frequently identifies areas and provides solutions to improve the way we work.
- You are highly responsive while maintaining attention to detail
- You are a real complete finisher who is analytical and proactive and who really takes ownership and accountability for their work.
Benefits
- Unlimited holidays – we want well-rested and motivated teams, so we encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year, plus national holidays
- One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
- Flexible working arrangements, including remote working
- Wellbeing benefits and access to trained therapists/counsellors
- Tailored personal development through training allowances, coaching, mentorship, and career frameworks
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