Customer Support Specialist

Description

Job Summary: We are seeking a passionate Customer Support and Experience Specialist who is dedicated to service excellence, problem resolution, and creating positive experiences for our users. Key Highlights: 1. Accompany, guide, and provide timely solutions to users. 2. Collaborative work with Product, Technology, and Operations teams. 3. A dynamic, digital, and innovation-oriented environment. Customer Support Specialist **Location:** Bogotá, Colombia **Work Mode:** Hybrid — 3 days in-office \+ 2 days remote **Employment Type:** Service Contract **Compensation:** $2\.300\.000 COP per month What Will Be Your Purpose? At **Vyrtium**, we seek a **Customer Support and Experience Specialist** passionate about service, problem resolution, and creating positive experiences for our users. Your primary mission will be to **accompany, guide, and provide timely solutions to our users**, addressing their requests, inquiries, and incidents related to our products and services. We are looking for someone with excellent communication skills, strong problem-solving ability, organizational capacity, and a proactive attitude — someone who enjoys learning about digital products and collaborating across diverse teams. What Will You Do in This Role? * Handle and manage user requests through various support channels. * Resolve inquiries regarding the use of our platforms, products, and features. * Track cases and incidents until resolution is achieved. * Identify, document, and promptly escalate errors or situations requiring intervention from other teams. * Maintain up-to-date case information and traceability. * Identify recurring user questions, needs, or issues and propose improvement opportunities. * Support the creation and updating of guides, FAQs (Frequently Asked Questions), and support materials. * Collaborate closely with **Product, Technology, and Operations** teams to develop effective solutions. * Monitor response times and adherence to defined service-level agreements (SLAs). * Collect and analyze user feedback to contribute to continuous improvement of our products and services. What Are We Looking For? Education Technical, technological, or university degree in fields such as: * Customer Service. * Administration. * Technology. * Communications. * Business. * Systems. * Engineering or related disciplines. Experience We seek candidates with **1 year or more of experience** in one or more of the following areas: * Customer Support. * Customer Service. * Customer Experience. * Help Desk. * Technical Support. * Digital or technological product support. Competencies That Make a Difference * Excellent written and verbal communication skills. * Strong service orientation. * Effective problem-solving ability. * Organization and case tracking. * Patience and appropriate handling of challenging situations. * Attention to detail. * Quick learning ability. * Proactivity and autonomy. * Teamwork capability. * Results orientation. * Ability to understand and explain solutions simply. Preferred Additional Experience Includes: * **SaaS, digital platforms, or technological products.** * Ticketing tools, CRM systems, or request management platforms. * Incident documentation and tracking. * Basic technology knowledge to identify and document errors. * Collaborative work with **Product, Technology, or Operations** teams. * Basic or intermediate English proficiency. How Will We Measure Your Success? Your performance will be evaluated using clear metrics that allow us to assess the impact of your work, including: * Average first response time. * Average resolution time. * Percentage of resolved cases. * Percentage of escalated cases. * User satisfaction score (CSAT). * Number of cases managed. * SLA (Service Level Agreement) compliance rate. What Do We Expect From You? More than just ticket resolution, we seek someone who **becomes a true ally to our users**. We want you to understand their needs, find solutions, identify improvement opportunities, and relay their feedback to internal teams — helping us build ever-better products and experiences. If you are **service-oriented, solution-focused, organized, curious, and passionate about helping others**, we want to meet you! Apply Now! If you meet the profile and are seeking an opportunity to grow within a dynamic, digital, and innovation-driven environment, **apply now and join Vyrtium**. Workplace: Hybrid in Bogotá, Cundinamarca