**Job Description and Responsibilities:** **Working Hours:** Monday to Friday, from 8:00 AM to 6:00 PM, with a 2-hour lunch break **Level:** Professional **Employment Type:** Permanent — CLT labor code **JOB MISSION** Assist in providing B2B and B2C customer support by delivering information, guiding users on platform usage, collaborating to identify solutions, ensuring customer satisfaction and retention, guaranteeing product delivery quality, and identifying and preventing errors through structured testing. **Note: Position starts on January 19** **KEY RESPONSIBILITIES** * Respond to customer inquiries via email, chat, or ticketing systems, assisting in resolving technical issues and clarifying questions regarding products or services. * Submit requests to the development team detailing identified bugs, improvement opportunities, and client-identified needs. * Identify system defects through platform testing and communicate required corrections to the development team. * Conduct testing on deliverables provided by the development team and detect potential issues prior to final customer delivery. * Deliver test reports to the development team outlining problems identified during testing. * Support Customer Success by collaborating with the team, providing information and technical assistance to ensure customers achieve their goals and remain satisfied. * Document issues, solutions, and procedures for future reference, ensuring knowledge sharing and enabling the team to resolve issues more efficiently. * Collect customer feedback and report it to the team to contribute to continuous improvement of products and services. * Execute end-to-end testing. Validate fixes, new features, and deliverables before release. * Create and update test scenarios, use cases, and test scripts. * Log bugs in detail and collaborate with development to ensure resolution and track the product lifecycle, verifying that deliverables comply with requirements. **Requirements:** **Education:** Completed or ongoing undergraduate degree in Systems Analysis and Development, Information Technology, or related fields Solid experience in technical support / helpdesk **Functional support for SaaS software** Ability to guide users on optimal platform usage, explain features, workflows, and best practices, ensuring a positive user experience and preventing operational errors caused by incorrect usage. **Initial error identification and validation** Skill to analyze reported scenarios, reproduce behaviors where possible, collect evidence (screenshots, videos, system logs), verify permissions and configurations, and confirm whether an issue is a bug, a usage question, or expected system behavior. **Submitting and detailing requests to development** Competence in creating clear, concise, and comprehensive tickets containing reproduction steps, impact, urgency, and customer context. Acts as a bridge between customers and the technical team, ensuring development receives sufficient information for resolution. **Support and ticket management tools** Proficiency with support tools (ticketing systems, chat, email, CRM or Service Desk) to organize requests, record history, prioritize responses, and maintain clear, professional communication with users. **Functional analysis and problem solving** Ability to interpret software behavior, compare scenarios, evaluate alternatives, and identify functional solutions that do not require development. Focuses on minimizing customer impact and anticipating operational issues. **Basic technical environment knowledge (SaaS-level)** Fundamental understanding of: browsers (cache, cookies, permissions), networks and connectivity (VPN, firewall, latency), simple integrations (CSV, imports, read-level API), authentication flows and access profiles. Sufficient to rule out external causes and provide accurate guidance to customers. Interpretation of technical documentation and updates Ability to read and understand manuals, technical articles, FAQs, and release notes to guide users and stay updated on platform changes. Microsoft Office / Google Workspace (intermediate level) Organizing reports, documenting cases, performing functional analysis, and maintaining structured records. Technical English (reading level) Reading technical articles, system messages, documentation, or relevant technical terminology. **Benefits:** Health insurance, Meal allowance, Internal benefits, Training and certifications, Birthday day off, Life insurance