COMPANY OVERVIEW:

Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
The primary purpose of the Support Specialist role is to deliver an exceptional customer experience by effectively resolving customer concerns and maximizing the end-user’s engagement with the company’s solutions. This position is crucial in expanding services and nurturing existing customer relationships within our rapidly growing organization. As a key member of the Customer Success team, you will contribute by utilizing technical skills to troubleshoot issues, providing insightful support, and ensuring that clients receive the full value of our healthcare SaaS offerings.
The role involves close collaboration within a formal setting, requiring technical communication to bridge the gap between complex software solutions and non-technical stakeholders. You will employ general support methodologies while developing proficiency in using tools like Zendesk, Jira, and Power BI. With the support of our robust internal systems and a commitment to continuous improvement, the Support Specialist will play a vital role in our collective success, ensuring customer satisfaction and contributing to a thriving work environment.
Position Title: Support Specialist
Location: Hybrid (4 days on-site)

NICE TO HAVE SKILLS

• Familiarity with Mirth Connect for healthcare data integration.
• Basic knowledge of XML for dealing with data formatting and transfer.
• Experience using Salesforce for customer relationship management.
• Understanding of SFTP for secure file transfer capabilities.
• Proficiency in Snowflake for data warehousing and analytics.
• Basic relational database knowledge, including SQL, for data querying.
• Prior exposure to Zendesk to enhance support ticket management.

SOFT SKILLS

• Exceptional communication skills to convey technical solutions effectively across diverse audiences, ensuring clarity and comprehension for non-technical stakeholders.
• Strong problem-solving abilities to swiftly address challenges, leveraging technical proficiency to troubleshoot and devise solutions relevant to SaaS in the healthcare sector.
• Effective collaboration skills, essential for working within a team-oriented environment to support customer success and harmonize efforts across departments.
• Proactive initiative and self-motivation, enabling independent management of support tickets and maintaining high performance under pressure.
• Adaptability and organizational skills to prioritize workload efficiently in a fast-paced setting, managing multiple tasks with attention to detail.
• Customer-centric mindset, focusing on maximizing user engagement and satisfaction, thus driving value through our solutions.

• Deliver comprehensive client support through inbound help desk chats, emails, and outbound Zoom and phone calls, ensuring exceptional customer experiences.
• Facilitate troubleshooting sessions to identify issues and re-educate clients on the optimal use of the company’s products.
• Conduct root cause analysis for client-reported issues in web-based and mobile applications to ensure timely resolution.
• Utilize general support methodologies and defined troubleshooting procedures to guide internal team members and clients in effectively interacting with the applications.
• Recognize and prioritize critical issues, directing them to the appropriate resources, and ensuring follow-through to resolution.
• Meticulously document, process, and track client interactions in Zendesk and JIRA for accurate records and continuous improvement.
• Contribute to the company’s knowledge base by updating help center resources to enhance client access to information.
• Develop a deep understanding of our solutions and services, adapting to the dynamic needs of end-user support.
• Translate technical responses from technical teams into accessible language for effective communication with non-technical stakeholders.
  Requirements & Qualifications

To excel in this role, you should possess:

• 1-3+ years of product support experience, preferably in a Software as a Service (SaaS) company.
• Strong communication skills, both verbal and written, with the ability to translate technical jargon into layman’s terms for non-technical stakeholders.
• Technical aptitude with an enthusiasm for learning new software tools and skills.
• Excellent listening skills to convert customer communications into actionable support or development tasks.
• Self-starter mentality with the ability to manage support tickets independently.
• Strong organizational skills, attention to detail, and motivation to document processes diligently.
• Creative problem solver capable of resolving issues swiftly and effectively.
• Ability to work under pressure, maintaining professionalism and poise during stakeholder interactions.
• Proficiency with Power BI for analytics, as part of regular duties.
• Exposure to or familiarity with the healthcare industry is considered advantageous.
• General support methodologies and procedures pertinent to SaaS environments.