Customer Support Specialist

Customer Support Specialist

Type: In-Office Role (Monday through Friday)

Location: Medellín, Colombia

Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. Our deep understanding of industry trends allows us to conduct targeted, efficient recruitment. Committed to excellence, we build long-lasting partnerships that drive business success. At Roca Alliances, we help businesses thrive by delivering the right professionals to meet their needs.

About Upshop:

Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. Customers running Upshop realize significant improvements in sales, shrink, food safety and sustainability across the entire store. 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents.

Overview of the role:

The Customer Support Specialist (CSS) is a proactive and driven professional dedicated to delivering exceptional customer service. With a strong sense of emotional intelligence, self-awareness, and a commitment to continuous learning, the CSS plays a vital role in supporting end users. They provide technical support by fielding calls and responding to requests through the ticketing system, ensuring that users receive timely solutions to software issues. Working with minimal supervision, the CSS is also a key contributor to the knowledge base and acts as a subject matter expert (SME) for client inquiries.

Key Responsibilities:

• Software Support: Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users.

• Installation & Maintenance: Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.

• User Assistance: Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions.

• Issue Resolution: Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.

• Ticket Management: Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently.

• Documentation: Draft and update knowledge base articles for common fixes and continuously research new features or functionality to expand the knowledge base.

• Subject Matter Expertise: Serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance.

• Escalation Management: Document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues. Manage escalations from Level 1 to Level 2 for more complex concerns.

• On-Call Support: Participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users.

• Communication & Multi-tasking: Demonstrate strong verbal and written communication skills, effectively collaborating with end users and team members. Prioritize tasks and manage multiple tickets simultaneously.

• Continuous Learning: Continuously develop and enhance knowledge in software systems, hardware, network connectivity, and peripheral support to stay current with technology trends and improve service quality.

• Additional Duties: Perform all other duties or special projects as assigned by the Customer Support Manager or leadership team.

Required Qualifications

• Proven experience in customer or technical support (software/IT preferred).

• Strong analytical, problem-solving, and troubleshooting skills.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.

• Works independently and collaborates effectively in a team.

• Technical proficiency with software systems, hardware, and network connectivity.

• Hands-on experience with Zendesk (Support/Talk/Guide).

• APIs & integrations: hands-on with REST APIs, webhooks, and basic payload mapping/testing (e.g., Postman).

• Database concepts: practical SQL (SELECT/JOIN/GROUP BY), relational modeling basics, data integrity, and troubleshooting data discrepancies.

Preferred Qualifications

• Zendesk administration expertise: roles/permissions, SLAs, triggers/automations, views/macros, Talk/IVR routing & schedules.

• Experience with Jira or other customer service/work management platforms.

• Familiarity with IT support concepts and troubleshooting frameworks.

• Exposure to enterprise SaaS environments.

• Self-driven, continuous learner with a calm approach under pressure/escalations.

• Bonus: experience connecting Zendesk to BI tools (Domo/Looker/Tableau/Power BI) or data pipelines.

Some of the benefits include:

Competitive salary 

Private medical insurance

Growth Opportunities

Collaborative work culture

This is an Excellent Opportunity!

If you meet the requirements, please complete the application form. If your experience and skills align with the role, we will contact you to schedule an interview. Don’t miss the chance to collaborate with Upshop, the market leader in Total Store Operations solutions for the Grocery and C-Store markets.

** Only resumes in English will be considered for this position **