Associate Specialist, Customer Support

🔥 1 minute ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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ToolsGroup

WebsiteLinkedInAll Job Openings

201 - 500 employees

📦 Logistics

🏭 Manufacturing

🤖 Artificial Intelligence

💰 Private Equity Round on 2018-05

Logistics • Manufacturing • Artificial Intelligence

ToolsGroup is a global leader in AI-powered supply chain and retail planning software, providing solutions that enhance the resilience and performance of operations for retailers, distributors, and manufacturers. Their technology focuses on advanced probabilistic planning, inventory optimization, and dynamic data unification, enabling organizations to navigate uncertainty and improve decision-making with real-time data. With a commitment to maximizing revenue and profitability, ToolsGroup optimizes inventory management and enhances customer experiences through intelligent demand forecasting and planning.

📋 Description

• Receive, triage, and manage customer support tickets • Perform initial troubleshooting and issue qualification • Collect relevant information and reproduce reported issues • Communicate with customers and manage expectations throughout the support process • Escalate complex issues to specialized teams when necessary • Develop expertise in ToolsGroup solutions and supply chain planning concepts • Investigate and analyze customer-reported issues • Support root cause identification and resolution activities • Collaborate with Product, Engineering, and other internal teams to resolve customer challenges • Contribute to continuous improvement of support processes and knowledge sharing • Progress toward advanced technical and functional support responsibilities, including complex troubleshooting, root cause analysis, and collaboration with Product and Engineering teams

🎯 Requirements

• 1-3 years of experience in technical support, software implementation, testing, consulting, or a similar IT-related role • Strong analytical and problem-solving skills • Excellent written and verbal communication abilities • Customer-focused mindset with a strong sense of ownership and accountability • Ability to quickly learn complex software products and business processes • Comfortable working in a fast-paced, collaborative environment • Degree in Computer Science, Engineering, Information Systems, Mathematics, Supply Chain, or a related field (preferred) • Exposure to ERP, planning, logistics, supply chain, or enterprise software solutions (preferred) • Basic SQL knowledge (preferred) • Interest in data analysis, troubleshooting, and system investigation (preferred) • Experience working with customer-facing enterprise applications (preferred) • Must be based in Colombia and legally authorized to work in Colombia without future sponsorship

🏖️ Benefits

• Competitive compensation • Vacation policy • Excellent benefits • Career growth opportunities • Teamwork and collaboration-focused culture

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