Technical Customer Support Specialist

TL;DR

Technical Customer Support Specialist (Customer Support): Provide expert assistance and resolve inbound support inquiries for academic technology products with an accent on database knowledge, APIs, and business intelligence tools. Focus on solving client issues, coordinating cross-team resolutions, and driving product improvements based on customer feedback.

Location: Colombia

Company

Global leader in information and analytics helping researchers and healthcare professionals advance science and improve health outcomes.

What you will do

• Provide expert client support via email and meetings, meeting SLAs.
• Identify blockers and coordinate cross-team resolutions.
• Guide clients on best practices and update documentation.
• Support internal and external project managers for timely implementations.
• Build strong relationships with technical and non-technical staff.
• Perform root-cause analysis on support tickets and propose improvements.

Requirements

• Location: Must be based in Colombia
• Bachelor’s degree in Computer Science or related field.
• 2+ years database knowledge (Postgres, MySQL, Snowflake).
• Proficiency in SQL, APIs, and programming experience.
• Excellent communication skills for technical and non-technical users.
• Experience working in Agile environments.

Nice to have

• Experience with ETL services and Business Intelligence tools (Tableau, Sisense, Microstrategy, Qlik, DataStudio).
• Python programming skills.

Culture & Benefits

• Healthy work/life balance with wellbeing initiatives.
• Private Medical/Dental Plan, Life Insurance, Savings Fund.
• Meal/Grocery Voucher and study assistance.
• Shared parental leave and sabbaticals.