• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners. • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups. • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates. • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through). • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets. • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. • Edit learning curriculums and send out training invites. • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution. • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests. • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action. • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.

Somos redbee, una empresa argentina de tecnología con más de 14 años de experiencia redefiniendo la forma de construir productos digitales en la industria financiera. Nos apasiona co-crear soluciones innovadoras junto a nuestros clientes. Combinamos experiencia, calidad y escalabilidad para desarrollar productos estratégicos y de misión crítica. Nos destaca nuestra obsesión por aportar valor rápido y de calidad. Hoy tenemos una fuerte presencia en Argentina y ya dimos nuestros primeros pasos en Chile, trabajando con talento local y clientes en el mercado. Ahora estamos enfocados en seguir expandiendo el equipo y nuestra presencia en el país. ¡Dejanos tu CV para conocerte más! En caso de que surja alguna oportunidad que se ajuste a tu perfil, te estaremos contactando. Puedes encontrar más información aquí.

Company Overview: Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer many opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries. Position Title: Mid+ Application Support Specialist Location: Remote - LATAM What you will be doing: This role serves as the first line of customer operations support, focused on triaging, investigating, and resolving Salesforce-related requests within a Jira-based workflow. It includes intermediate Salesforce administration tasks such as environment setup, sandbox refreshes, API credential management, and occasional data loading, as well as supporting releases and monitoring production alerts. The position emphasizes troubleshooting, configuration, and issue replication using scratch orgs, rather than deep development. It also involves basic integration support with REST APIs and JSON, along with clear documentation and communication to ensure effective escalation between support and engineering teams. - Triage, investigate, and resolve incoming support requests via HubSpot and Jira workflows, serving as the primary operational support for Salesforce environments and the client’s managed package. - Reproduce reported issues and validate potential product defects utilizing Salesforce scratch orgs, identifying viable configuration workarounds prior to engineering escalation. - Execute core operational tasks within Salesforce, including configuring net new customer environments, performing sandbox refreshes, and processing customer deprovisions. - Document comprehensive investigation steps, troubleshooting outcomes, and technical findings within Jira tickets, adhering to internal P0-P3 prioritization guidelines and established escalation paths. - Support operational readiness for product releases by validating changes in internal environments and executing precise pre-install and post-install steps for customer upgrades. - Monitor production issue alerts utilizing internal tooling such as Windmill, investigating system log errors and Salesforce debug logs to facilitate timely resolutions. - Perform occasional data management tasks, including data loading, data corrections, and data resyncing, to maintain accurate and functional customer environments. - Manage API credentials and troubleshoot fundamental integration issues involving REST APIs and JSON formats, specifically addressing authentication errors, payload issues, and field mapping. - Develop and maintain an in-depth understanding of the AgentSync managed package, complex data models, and core workflows to effectively troubleshoot configurations without relying on deep codebase debugging or SOQL/SOSL queries. - Coordinate seamlessly with engineering teams for complex issues requiring deeper investigation, translating technical findings into clear, actionable insights for both technical and non-technical stakeholders. Requirements & Qualifications To excel in this role, you should possess: - Intermediate proficiency in Salesforce administration fundamentals, including a working knowledge of objects, fields, flows, permissions, and user interface navigation. - Intermediate experience utilizing Jira for ticket triage, categorizing requests, documenting investigation steps, and managing escalation workflows (familiarity with HubSpot for ticket intake is advantageous). - Familiarity with common integration troubleshooting concepts, specifically involving REST APIs, JSON data formats, authentication errors, payload issues, and field mapping. - Basic understanding of Salesforce debug logs, system log analysis, and internal monitoring tools (such as Windmill) for operational issue resolution, focusing on configuration rather than deep codebase debugging (no Apex, SOQL, or SOSL experience required). - Experience performing basic data loading, data corrections, and API credential creation within complex data models. - Strong written communication skills, with the proven ability to clearly summarize technical issues, ask effective clarifying questions, and translate technical findings for non-technical stakeholders. - Ability to strictly adhere to defined escalation paths and internal support processes for prioritizing and resolving P0-P3 tickets. - Capacity to quickly learn and support complex managed packages, proprietary data models, and core product workflows. - Salesforce Administrator certification is preferred but not mandatory. Nice to Have - Demonstrated experience supporting product release cycles, including the execution of pre-install and post-install steps, and validating changes in internal environments. - Familiarity with specialized customer operational tasks, such as executing Net New Customer (NNI) implementations, managing customer deprovisions, and performing data resyncs. - Previous background operating within a tiered support structure, specifically receiving and investigating escalated issues from Tier 1 support teams. - Proven ability to independently identify and formulate potential system workarounds for validated product defects prior to engineering escalation. - Demonstrated ability to troubleshoot and validate reported issues, including recreating bugs, managing sandbox refreshes, creating scratch orgs, and configuring customer environments. Soft skills: - Analytical Assessment & Problem Solving: Ability to quickly comprehend, evaluate, and categorize incoming support requests, demonstrating proficiency in recreating reported issues and validating potential defects prior to escalation. - Clear Written Communication & Documentation: Strong written communication capabilities, ensuring investigation steps, technical summaries, and actionable next steps are thoroughly and consistently documented within ticketing workflows. - Technical Translation: Highly adept at translating complex technical findings and system behaviors into clear, accessible language for non-technical stakeholders. - Independent Judgment & Process Adherence: Exercises sound, mid-level judgment in determining when to resolve issues independently versus when to escalate, strictly following defined internal support processes and prioritization guidelines. - Cross-Functional Collaboration: Effectively coordinates with engineering and Tier 1 support teams for deeper issue investigation, utilizing the ability to ask precise, clarifying questions to facilitate efficient resolution. Why you will love Lean Tech: - Join a powerful tech workforce and help us change the world through technology - Professional development opportunities with international customers - Collaborative work environment - Career paths and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will be vital to our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This is a remote position. We are looking for a Customer Support Executive to deliver top-notch customer support and spread this concept throughout the company. The objective is to maintain the department's profitability and efficiency while raising customer happiness, loyalty, and retention rates and meeting their expectations. Responsibilities -Enhance the customer experience, engage customers, and support organic growth -Take responsibility for consumer complaints and see them through to completion -Establish a clear mission and implement techniques geared towards achieving it. -Maintain thorough records and record your interactions with customers. -Keep abreast of market developments and employ best practices as necessary. -Utilise assets and manage resources to meet both qualitative and quantitative goals. -Keep a clean workflow in accordance with priorities Requirements Experience in providing support for customer service Experience working as a Customer Service Manager, Retail Manager, or Assistant Manager -Excellent understanding of management techniques -Proficiency in English -Knowledge of customer service tools, databases, and software at a working level -Ability to lead and strategize Well-developed client-facing and communication abilities -Advanced multitasking and troubleshooting abilities -Available to work as per 6:30 PM to 2:30 AM IST Benefits - Friendly Environment - Guaranteed Growth