Technical Customer Support

Job not on LinkedIn

🔥 13 hours ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Newton Vision Co.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

💼 Consulting

🤖 Artificial Intelligence

🏢 Enterprise

Consulting • Artificial Intelligence • Enterprise

Newton Vision Co. is a nearshore software delivery and consulting firm that uses AI-enhanced processes to accelerate enterprise software delivery, reduce cost, and ensure governance. They operate a nearshore Center of Excellence anchored in Bogotá combined with a U. S. -based strategic team, and deliver outcome-focused engagements using proprietary frameworks such as FutureX™ (an AI-Enhanced Process Development Cycle) and Baseline Insights™. AI is embedded across requirements, documentation, QA, release, and governance; services emphasize platform modernization, process improvement, controlled migrations, and establishing COEs to scale AI and delivery practices with human accountability and stage-gated approvals.

📋 Description

• Deliver exceptional customer service through professional, timely, and solution-oriented communication • Respond to customer inquiries submitted through the support portal, email, and phone • Troubleshoot, diagnose, and resolve software-related issues by analyzing customer-reported problems and identifying root causes whenever possible • Investigate technical issues using available tools, logs, and documentation • Document customer issues, troubleshooting steps, and resolutions accurately within the support system • Escalate complex issues to higher-level technical resources when appropriate, providing complete documentation and context • Collaborate with Product, Engineering, and other internal teams to ensure timely issue resolution • Contribute to the continuous improvement of internal knowledge base articles, FAQs, and product documentation • Identify recurring customer issues and communicate trends that may improve product quality and customer experience

🎯 Requirements

• 3+ years of experience in Technical Support, Software Support, Customer Support, or a similar client-facing technical role, preferably Tier 2 or 3 • Strong troubleshooting and analytical problem-solving skills • Experience supporting software applications in a SaaS or enterprise software environment • Experience working with or consuming REST APIs and understanding API-based integrations • Experience writing and troubleshooting SQL queries • Strong customer-first mindset with the ability to explain technical concepts clearly to non-technical users • Ability to prioritize multiple issues in a fast-paced environment • Ability to work independently in a remote environment • Reliable high-speed internet connection: minimum 20 Mbps download / 2 Mbps upload • Quiet workspace for phone and video support • Professional English proficiency, written and spoken • Nice to have: Experience supporting Salesforce • Nice to have: Experience supporting SaaS, ERP, PIM, CRM, or other enterprise software platforms • Nice to have: Familiarity with ticketing systems and knowledge management platforms

🏖️ Benefits

• Remote work arrangement • Reliable high-speed internet connection requirement (minimum 20 Mbps download / 2 Mbps upload) • Quiet workspace for phone and video support