Senior Application Support Specialist
New
C
CoforgeSaaS support
Location: Colombia; Mode: RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Excellent English written and verbal communication skills
- Experience
- 3+ years of customer or technical support experience
- Required Skills
- SlackZendesk
Requirements
- Have 3+ years of customer or technical support experience, preferably supporting B2B SaaS products.
- Have experience independently managing customer cases from intake through resolution.
- Troubleshoot web and mobile applications, browsers, operating systems, account access, permissions, and basic networking.
- Have experience with Zendesk, Intercom, or comparable customer support platforms.
- Gather diagnostic evidence and create clear, actionable technical escalations.
- Demonstrate strong analytical, problem-solving, case-management, documentation, organizational, and customer-service skills.
- Have excellent English written and verbal communication skills, including the ability to explain technical concepts to non-technical customers.
- Work effectively in a fully remote, distributed environment using tools such as Slack.
- Be flexible to work rotating schedules within a 24/7 support environment and use AI tools responsibly while validating AI-generated responses.
- Preferred: experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
- Preferred: experience supporting enterprise or operational software customers.
- Preferred: familiarity with maintenance, manufacturing, facilities, or asset-management workflows, or AI-assisted customer support tools.
Responsibilities
- Provide technical customer support through live chat and ticketing platforms.
- Troubleshoot product, authentication, permissions, connectivity, browser, mobile, and application-performance issues.
- Own customer cases from initial contact through resolution, including reproducing issues, gathering diagnostic evidence, providing workarounds, and confirming outcomes.
- Escalate complex technical issues with documentation of impact, reproduction steps, expected and actual behavior, troubleshooting, logs, and supporting evidence.
- Maintain accurate case documentation and contribute to knowledge-base content.
- Identify recurring issues and collaborate with senior Support, Product, and Engineering teams.
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