Serve as the first point of contact for product support inquiries.
Respond to tickets, emails, chats, or calls in a professional and timely manner.
Log, monitor, and categorize incoming support requests across supported product lines.
Apply standard operating procedures (SOPs) to resolve common technical issues.
Perform initial diagnosis and troubleshooting of application-related problems.
Escalate complex or unresolved issues to Product and Development teams support using established protocols.
Document troubleshooting steps and outcomes in the knowledge base.
Support customers with product-related questions, configurations, and basic usage guidance.
Collaborate with the team to ensure compliance with service level agreements (SLAs).
Participate in team meetings to share updates, recurring issues, and opportunities for improvement.

1-3 years of experience in a product support role
Solid background or experience in IT Support functions.
B2–C1 level proficiency in English (written and spoken).
Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox).
Experience creating, updating, and maintaining knowledge base articles and internal documentation.
Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
Proven ability to analyze issues, identify root causes, and apply effective solutions.
Strong organizational skills and ability to prioritize tasks under pressure.
Excellent attention to detail in work and communication.
Willingness to work on Colombian holidays.
Completion of an assessment is required.

Nice to Have:

Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
Interest in developing skills in APIs, JSON, or scripting languages.
Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.

Product Support Specialist

Key skills