Job Description The Technical Customer Support Executive plays a pivotal role in ensuring the success of ISI Market's products by providing exceptional support to end-users and account managers. This position is based in Bogota and requires close collaboration with various teams, including operations, product development, and sales. - Manage the entire user query process from ticket reporting to resolution, guaranteeing SLA commitment. - Act as frontline support to answer queries on data, tools, and usability. - Work closely with Account Managers and Customer Success teams to maintain high service quality and user satisfaction. - Collaborate with the Product Development Team on user feedback analysis and enhancements implementation. - Document queries/issues to build a comprehensive knowledge base. - Diagnose and resolve customer problems, ensuring 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. - Experience in customer support. - Excellent command of English. - A lover of data familiar with our product. - A confident individual who can troubleshoot and resolve issues efficiently for customers. - Excellent customer service and relationship building skills, both internally and externally. - Results driven: Focused on output, activity, and individual performance. - Ability to escalate when necessary. - 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. - Ability to write effective communications/emails in English; another foreign language would be an asset. - Growth mindset – continually improving knowledge of our products, processes, and ways of working. - Ability to analyze user feedback and present key themes to the product development team. - Collegiate in style and able to thrive in an international team with market-leading heritage. What We Offer: - Great working environment in an international company. - Open and friendly working atmosphere. - Work-life balance. - Four weeks per year can work from any chosen location. About ISI Markets: ISI is a truly international business with over 700 employees across 20 locations. With a proud 30-year history, we are the leading provider of data, analysis, and research on the world's fastest growing markets. Our culture prioritizes our people, and we strive to support our employees in reaching their full potential. Working with us means being part of a supportive environment and collaborative team of professionals. For more information, please visit our website: www.isimarkets.com. Seniority level - Associate Employment type - Full-time Job function - Customer Service - Information Services