Senior IT Helpdesk Support

Company Description

At Sana Commerce we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.

At Sana Commerce, we're looking for a Senior Service Consultant to work with our Projects team in the americas region, providing top-notch customer and technical support to our clients.

Job Description

What you'll be doing:

• Support Sana Customers through different kind of requests like questions, doubts, issues, showstoppers and high complexity issues.
• Coordinates technical teams for finding the root cause of any kind of issue and guarantees the creation of a solution direction for solving it.
• Recognizes himself as a solutions leader/manager more than just an operator that redirects the situation.
• Manages workload to meet customer resolution expectations and follow up on tickets
• Express high level of empathy with our customers, especially in a crisis, along with the ability to guide the customer through the solution journey, being self-aware and self-regulate (e.g. detach) from the situation at hand.
• Manages his daily pipeline to achieve all KPIs and OKRs or communicate clear action plans to the lead/manager to get them on track pro-actively
• Be a technical partner for the rest of the team with the ability to share knowledge and train new colleagues when it is needed.

Qualifications

What you'll bring:

• Experience in 3+ Customer service for Tech, SaaS or similar.
• Technical experience/Knowledge about ERP (Configuration, set up, etc), system/applications configuration, (web platforms, e-commerce, etc), service-based apps (webservices, APIs), technical troubleshooting (with Postman, SoapIU), XML and Json.
  • Plus, if you have background or experience as Developer or QA.
  • Plus, if you have experience with international customers.
• English proficiency: B2
• Living in Medellin, close areas or willing to relocate to Medellin (We work hybrid, 2 days in the office)

Additional Information

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, we have ambitious plans for the LATAM region, and we encourage people who share our vision and look forward to growing with us. Apply now.

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