Get AI-powered advice on this job and more exclusive features.Our Technical Customer Support Executive will be responsible for working with ISI's operations team, product development team and sales teams. This person will be a key part of the Customer Support team located in Bogota, responsible for supporting end users and account managers to onboard end users, manage queries and troubleshoot/escalate queries ensuring a positive experience of ISI Market's products for clients.Core responsibilities:Manage the end-to-end user query process from ticket reporting to resolution to ensure SLA commitment.Act as frontline support to answer any query on covering data, tools, and usability.Work closely with the Account Managers and Customer Success teams to ensure high level of service quality and user satisfaction.Work closely with Product Development Team on the user feedback analysis & enhancements implementation.Document query / issues to build up knowledge base.Diagnose and resolve customer problems, ensuring they receive accurate solutions.Escalate complex technical issues to higher-level support or engineering teams when necessary.Record and track customer interactions, issues, and solutions in a ticketing system.Document common issues and create knowledge base articles to aid future support.Key requirements:Experience in customer supportExcellent command of EnglishA lover of data who knows their way around our product.A confident individual who is able to troubleshoot and resolve issues for our customers with speed.Excellent customer service and relationship building skills, both internally with our account managers, product development team and externally with clients/end users.Results driven: Heavily focused on output, activity, and individual performance.Somebody who knows when to escalate.Self-management – structured approach to handling queries to resolution, gathering user/AM feedback.Active listening skills to understand client issues to resolution and listen to account management feedback.Able to write effective communications/emails in English, another foreign language would be a plusGrowth mindset - continually looking at ways to improve knowledge of our products, improve process and ways of working.Able to analyse user feedback and present key themes to product development team.Collegiate in style and know how to make the most of being part of an international team with market-leading heritage.What we offer:Great working environment in an international companyOpen and friendly working atmosphereWork-life balance4 weeks a year you can work from any location that you choose.If you are interested in this opportunity, please send your resume in English.About ISI Markets:ISI is a truly international business with over 700+ employees based across 20 locations. We have a proud 30-year history as the leading provider of data, analysis and research on the world's fastest growing and highest potential growth markets.Our culture is purposed around our people, and we pride ourselves on supporting our employees to be the best they can be. Working for us will mean being part of a supportive environment and great team of professionals.For more information, please check out our website: levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceIndustriesInformation ServicesReferrals increase your chances of interviewing at ISI Markets by 2xGet notified about new Customer Support Executive jobs in Bogota, D.C., Capital District, Colombia.Bogota, D.C., Capital District, Colombia 5 months agoBogota, D.C., Capital District, Colombia 3 weeks agoBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 2 weeks agoBogota, D.C., Capital District, Colombia 3 months agoBogota, D.C., Capital District, Colombia 3 months agoBogota, D.C., Capital District, Colombia 1 month agoBogota, D.C., Capital District, Colombia 1 month agoCustomer Support Specialist (Latin America)Bogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 1 week agoWe're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr