Customer Support Specialist II COP

Job Title: Customer Support Specialist II COP

Location: Remote, Colombia.

Employment Type: Contract

About the Role

We are looking for a dedicated and knowledgeable Customer Support Specialist to join our client's team in the tech industry. In this role, you will contribute to independently resolving a broad range of customer issues, owning cases from initial contact through resolution, and communicating clearly with customers.

Responsibilities

• Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues.
• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.
• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.

Requirements

• Two or more years of experience in technical customer support, preferably supporting a B2B SaaS product.
• Experience independently owning customer cases from intake through resolution.
• Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.
• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.

Preferred Qualifications (if any)

• Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
• Experience supporting enterprise or operational-software customers.
• Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.

Who We Are

SGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We’re a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters.

Are you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact? We’re always looking for talented individuals who are ready to make a difference.

• Explore opportunities
• Grow your career
• Be part of something global
• Your future starts here.