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Open nowPosted 112 days ago

Analista de soporte L1

TRUORA11 open roles

Where
Colombia
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Your applicationOpen nowAnalista de soporte L1TRUORA · Colombia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on TRUORA's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 112 days ago

The posting

Descripción

  • Somos una startup latinoamericana, apasionada por construir tecnología de calidad y ofrecer soluciones digitales para empresas en todas partes. Respaldada por Y-Combinator y los principales VC en Silicon Valley y América Latina, Truora tiene la misión de simplificar las interacciones digitales. Operando en México, Brasil, Colombia, Chile y Perú, estamos a la vanguardia de la innovación digital.
  • ¡Nuestros valores Trust, Grit, Lead by Example, Ownership y Straight Talk — son más que palabras, son nuestra base sólida!

Únete a nosotros mientras seguimos creciendo y moldeando el futuro del compromiso digital en la región 🚀

Misión del rol

  • Brindar soporte técnico eficiente y de calidad como primer punto de contacto, resolviendo incidentes y solicitudes de nivel básico de manera oportuna para garantizar la continuidad operativa de los clientes B2B. Actuar como enlace clave entre los usuarios y los equipos técnicos, asegurando la correcta documentación, gestión de tickets y escalamiento de casos más complejos, mientras se mantiene un enfoque en la satisfacción del cliente y el cumplimiento de los SLA establecidos. Contribuir activamente a la transformación del área mediante la adopción de inteligencia artificial y la automatización de procesos repetitivos, aportando iniciativa y aprendizaje continuo como parte del ADN del rol.

Responsabilidades

  • Dar respuesta oportuna a los clientes, asegurando el cumplimiento de los ANS/SLA establecidos.
  • Diagnosticar y resolver los requerimientos e incidentes de los clientes en el menor tiempo posible.
  • Registrar y gestionar tickets de soporte en Jira Service Management, garantizando la trazabilidad de cada caso.
  • Escalar oportunamente a Nivel 2 los incidentes que lo requieran, incluyendo toda la información necesaria para facilitar su resolución.
  • Mantener actualizado el estado de los tickets y comunicarlo proactivamente a los clientes.
  • Identificar patrones de incidentes recurrentes y contribuir a la construcción de una base de conocimiento, apoyándose en herramientas de inteligencia artificial.
  • Cumplir con los lineamientos de ISO y SST establecidos por la organización.

Requisitos

  • Conocimientos en diagnóstico técnico: Capacidad para identificar, analizar y resolver problemas técnicos.
  • Experiencia con herramientas de consultas SQL para validar información, si es requerido.
  • Experiencia en servicio al cliente, empatía y resolución de conflictos.
  • Capacidad para transmitir información técnica de manera clara y comprensible para usuarios no técnicos.
  • Manejo de herramientas de soporte: Experiencia en sistemas de ticketing como Zendesk, Jira Service Desk o similares.
  • Habilidad para gestionar situaciones difíciles manteniendo un enfoque en la satisfacción del cliente.

Condiciones de trabajo

  • Plan de Salud
  • Servicio de alimentación si se asiste a la oficina de Bogotá o Cali
  • Horario Flexible
  • Clases de idiomas particulares (Inglés o Portugués)
  • Días Libres Pagos Flexibles (PTO)
  • Trabajo Remoto
  • Bono por Referidos (300 USD)
  • Actividades de Integración

Comprometidos con un futuro lleno de oportunidades, te invitamos a unirte a nosotros en este viaje hacia una América Latina más conectada y próspera!! 🌎

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    The review screen in CV Rocket: how each CV was read, round by round.

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