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Technical Support Advisor

Bogotá, Colombia Customer Care

About Us  

We are a dynamic, rapidly growing global company and the innovators of service-driven supply chain planning software. For more than two decades, we’ve been helping companies around the world overcome demand volatility and supply chain complexity so they can deliver outstanding service to their customers and bottom line.

Our solutions have been recognized by customers globally and analyst firms, such as Gartner, for our ability to support service and inventory trade-offs, while dramatically improving planner productivity. ToolsGroup has been successfully deployed worldwide in more than 44 countries, and we have one of the highest customer retention rates in our industry.

 

About the Role

The main purpose of the Technical Support role in Second line Customer Care is to provide technical support on the entire TG software products and solutions, reaching the highest level of satisfaction of our final users in the support service

 

Main Responsibilities

  • Management of all the ticket submitted by end-users, related to problems encountered in the use of TG products to provide solutions, minimize the impact on customer operations, keep high customer satisfaction and ensure high support contract renewal rate.
  • Investigation of incoming tickets to reproduce presumed malfunctions
  • Diagnosis of problems and triage with possible exits: delivery of solution or escalation to corresponding team.

 

Requirements

  • Bachelor Degree.
  • 1-2 years’ working experience acting as developer or tester or consultant or support specialist in IT companies or IT departments
  • Preferred experience in the domain of SW implementation of ERP/SCP systems for industrial or distribution companies (excluding Financial Services and Public Sector)
  • Proficient in SQL Server, Database and Microsoft Operating Systems
  • Advanced level of MS Office Package

 

Why Join ToolsGroup?

Become part of the supply chain planning disruption joining the fast-growing ToolsGroup family!

Our people are the engine that propels ToolsGroup to innovate - pushing the boundaries of what's possible. You’ll be surrounded by the very best and brightest, rewarded with competitive compensation, and career growth opportunities; becoming part of a company where teamwork and collaboration are paramount.

Are you ready to take this exciting opportunity and develop your professional career within a growing company?

Then, send us your application today and join our team!