Enterprise Support Specialist - Cali - MANPOWER

    MANPOWER
    MANPOWER Cali

    hace 1 semana

    De jornada completa
    Descripción

    Location: Hybrid – Cali, Colombia

    Contract Type: Permanent

    Role Overview

    We are looking for an experienced Enterprise Support Specialist to deliver high-level support to Enterprise customers. This is a senior customer-facing role responsible for managing complex cases, ensuring customer satisfaction, and acting as the main point of contact for high-impact technical and operational issues.

    You will collaborate with cross-functional teams including Advanced Technical Support, Product Support Engineers, Customer Experience, Engineering, and Sales.

    Key Responsibilities

    -Provide specialized support to Enterprise-level customers.

    -Take full ownership of customer cases and ensure timely follow-ups.

    -Manage phone, email, and chat communications professionally.

    -Document all interactions and diagnostics accurately in Salesforce.

    -Escalate cases appropriately and coordinate with internal teams.

    -Troubleshoot platform, device, and workflow issues beyond Tier 1 level.

    -Meet and exceed SLAs, quality metrics, and customer satisfaction standards.

    Required Qualifications

    -Advanced English level C1+/C2 (mandatory).

    -2+ years of experience in customer support, technical support, or service roles.

    -Excellent written and verbal communication skills.

    -Ability to manage multiple cases simultaneously.

    -Experience with CRM systems (Salesforce preferred).

    -Familiarity with call center tools or telephony systems.

    Preferred Qualifications

    -Experience supporting Enterprise or high-value accounts.

    -Background in telematics, GPS, SaaS, or hardware/software platforms.

    -Knowledge of DOT Hours of Service regulations and ELD mandates.

    -Experience collaborating with Product, Engineering, Sales, or CX teams.

    -Proven ability to manage escalated or complex situations calmly and effectively.

    Ideal Candidate Traits

    -Strong ownership and accountability mindset.

    -Clear, proactive, and empathetic communication.

    -Ability to balance urgency with quality.

    -T


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