Job summary As a Customer Support Coordinator at Masabi, you will provide front-line support for transportation agencies and technology partners around the world, ensuring high levels of satisfaction with our ticketing and fare-collection platform. Responsibilities - Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy - Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams - Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standards - Troubleshoot various technical issues on the Justride platform and related hardware - Work with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptly - Develop and maintain reference materials, incident management solutions, and online FAQs - Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios - Occasionally participate in on-call rotations during public holidays (with support and scheduling in place) Qualifications - Experience in enterprise software support within a client-facing role - Technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities - Strong verbal and written communication skills in English, with meticulous attention to documenting processes - Able to work independently while also contributing positively to team efforts, especially when working toward shared goals on tight timelines - Proactive about learning and happy to share knowledge to help others grow Benefits - 15 days paid vacation for each year of service plus 18 public holidays - Private Healthcare - Monthly team bonding allowance - Menopause support - Choice of a workstation - Ability to work for up to 3 months per year from any country in the world - Fun and collaborative environment with a focus on making a difference in the world Location Bogotá Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora