Tier I Product Support Specialist (Medellín)

Key Responsibilities

• Monitor, log, and categorize incoming support tickets.
• Use your experience across clients to provide suggestions for template solutions.
• Follow standard operating procedures (SOPs) to resolve common issues.
• Ensure that response and resolution times comply with established service level agreements (SLAs).
• Document troubleshooting steps and solutions in the knowledge base.
• Identify patterns in reported issues and flag potential system-wide problems.
• Assist users with basic Neodeluxe products configurations and settings.
• Work closely with Tier 2 and development teams to relay critical issues.
• Escalate issues when necessary to T2, using established support team protocols.
• Prioritize issues based on severity and impact.
• Participate in team meetings to discuss recurring problems and potential improvements.

Requirements

• Our procedures a...