Enterprise support specialist (advanced english c1+)

Descripción del cargo

Location: Hybrid – Cali, Colombia
Contract Type: Permanent

Role Overview
We are looking for an experienced Enterprise Support Specialist to deliver high-level support to Enterprise customers. This is a senior customer-facing role responsible for managing complex cases, ensuring customer satisfaction, and acting as the main point of contact for high-impact technical and operational issues.
You will collaborate with cross-functional teams including Advanced Technical Support, Product Support Engineers, Customer Experience, Engineering, and Sales.

Key Responsibilities

-Provide specialized support to Enterprise-level customers.
-Take full ownership of customer cases and ensure timely follow-ups.
-Manage phone, email, and chat communications professionally.
-Document all interactions and diagnostics accurately in Salesforce.
-Escalate cases appropriately and coordinate with internal teams.
-Troubleshoot platform, device, and workflow issues beyond Tier 1 level.
-Meet and exceed SLAs, quality metrics, and customer satisfaction standards.


Required Qualifications

-Advanced English level C1+/C2 (mandatory).
-2+ years of experience in customer support, technical support, or service roles.
-Excellent written and verbal communication skills.
-Ability to manage multiple cases simultaneously.
-Experience with CRM systems (Salesforce preferred).
-Familiarity with call center tools or telephony systems.


Preferred Qualifications

-Experience supporting Enterprise or high-value accounts.
-Background in telematics, GPS, SaaS, or hardware/software platforms.
-Knowledge of DOT Hours of Service regulations and ELD mandates.
-Experience collaborating with Product, Engineering, Sales, or CX teams.
-Proven ability to manage escalated or complex situations calmly and effectively.


Ideal Candidate Traits

-Strong ownership and accountability mindset.
-Clear, proactive, and empathetic communication.
-Ability to balance urgency with quality.
-Technical curiosity and willingness to learn complex systems.
-Excellent documentation discipline and process adherence.


Schedule & Work Modality

-Hybrid work model.
-Rotational schedule: 5 working days / 2 days off (including weekends).
-Operation runs Monday through Sunday (not 24/7).
-U.S.-aligned working hours:

November – April: 8:00 AM – 8:00 PM
April – November: 7:00 AM – 7:00 PM


Additional legal compensation for holidays and overtime when applicable.


Interested?
Apply now and join a team focused on delivering an exceptional experience to Enterprise customers.