**Student Support Advisor – Training (Bogotá \| Hybrid)** **Purpose of the Position** Provide high-quality multichannel support to students, managing inquiries, complaints, suggestions, and requests (PQRS) with full traceability in CRM, empathetic communication, and end-to-end follow-up until resolution, thereby enhancing student satisfaction and loyalty. **Schedule and Work Modality** Hybrid – Bogotá · Mon–Fri: 9:00 a.m. – 6:00 p.m. · Saturdays: 9:00 a.m. – 4:00 p.m. **Compensation \+ Contract Type** COP $1,600,000 \+ statutory benefits · Indefinite-term contract **What We’re Looking For** * Education: Technical, Technological, or University degree in Humanities, Administration, Education, or related fields. * Experience: ≥ 1 year in customer service or student support (experience in the education sector preferred; Q10\ certification is a plus). * Technical Skills: Customer service CRM systems, basic/intermediate Excel, Microsoft Office, digital communication channels. * Competencies: Empathy, assertive communication, active listening, proactivity, teamwork, ethics, and confidentiality. **Your Responsibilities** * Respond promptly via email, phone, WhatsApp, and platform (tickets), ensuring full traceability in CRM/Q10\. * Manage PQRS and special cases, coordinate with internal departments, and close cases with confirmation to the student. * Meet SLA requirements (first response time and resolution time). * Maintain documentation and knowledge base (FAQs, guides, templates). * Propose improvements to reduce rework and increase satisfaction. **KPIs for This Role** * First response time and resolution time per ticket. * Student satisfaction (via surveys) and SLA compliance. * Volume of tickets managed and percentage resolved within agreed timeframes. **Impact** You will enhance students’ daily experience and improve coordination with internal departments to ensure fast, effective resolutions. **Does this sound like you?** Apply now! Job Type: Full-time, Indefinite-term