Job Description

Location: Colombia

Job Summary:

As a Technical Support Representative (Customer Success Support), you will serve as a primary support liaison between the client and its customers. You will be responsible forresolving complex, customer-related software issues associated with the use of the client's TMS SaaS platform. This role requires strong technical troubleshooting skills, clear communication, and a customer-first mindset to ensure a seamless support experience.

Key Responsibilities:
● Assist customers with software-related concerns by troubleshooting issues, investigating root causes, and translating technical concepts into clear, easy-to-understand language.
● Submit, track, monitor, and report on customer technical issues through designated support systems.
● Develop and maintain solution guides, documentation, and troubleshooting resources for both internal teams and customers.
● Curate, recommend, and implement new processes and procedures to improve efficiency and the overall customer support experience.
● Guide customers and carriers on how to best utilize the client's platform based on their specific workflows and use cases.
● Support Customer Success Managers (CSMs) by assisting with operational scenarios through phone, email, and video conferencing.
● Stay current with new software features, product enhancements, and system updates to ensure accurate and timely support.
● Effectively communicate technical concepts to users with varying levels of technical knowledge and experience.

Required Skills & Qualifications

● Fluency in Spanish (spoken and written) and English. Fluent in Spanish and English. Native or fluent Spanish speaker
● Experience in technical support, customer support, or SaaS support roles (TMS or logistics platforms preferred).
● Strong troubleshooting and problem-solving skills with the ability to analyze complex software issues.
● Excellent written and verbal communication skills.
● Ability to explain technical information in a clear and user-friendly manner.
● Experience working with ticketing systems and documentation tools.
● Strong organizational skills and attention to detail.
● Ability to work collaboratively with cross-functional teams such as Engineering, Product, and Customer Success.

Preferred Qualifications
● Experience supporting SaaS products, especially within logistics or transportation management systems (TMS).
● Familiarity with API-related issues, system integrations, or technical workflows.
● Experience creating knowledge base articles or internal documentation.

What Success Looks Like in This Role

● Timely and effective resolution of customer technical issues.
● Improved customer satisfaction and platform adoption.
● Clear, well-documented solutions that empower both customers and internal teams.
● Strong collaboration with CSMs and internal stakeholders to support customer success.

Application Process:

Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and skills.