Senior Application Support Specialist

3 hours, 38 minutes ago
Full-time
Senior
Customer and Technical Support
Coforge

Coforge

Coforge is a global digital services provider specializing in transforming businesses through technology and industry expertise, powering growth with innovative solutions and platforms.

IT Services
10K-50K
Founded 1992

Description

  • Provide technical customer support through live chat and ticketing platforms.
  • Troubleshoot authentication, permissions, connectivity, browser, mobile, and application-performance issues.
  • Own customer cases from intake through resolution, including issue reproduction, evidence gathering, workarounds, and outcome confirmation.
  • Escalate complex issues with complete documentation, reproduction steps, business impact, logs, and supporting evidence.
  • Maintain accurate case records and contribute to knowledge-base content.
  • Identify recurring issues and collaborate with Support, Product, and Engineering teams to improve the customer experience.

Requirements

  • 3+ years of customer or technical support experience, preferably with B2B SaaS products.
  • Experience independently managing customer cases from intake through resolution.
  • Strong troubleshooting skills across web and mobile applications, browsers, operating systems, account access, permissions, and basic networking.
  • Experience with Zendesk, Intercom, or comparable support platforms.
  • Strong analytical, problem-solving, organizational, documentation, and customer-service skills.
  • Ability to gather diagnostic evidence and create clear technical escalations.
  • Excellent written and verbal English communication skills, including explaining technical concepts to non-technical customers.
  • Ability to work remotely in a distributed environment using collaboration tools such as Slack.
  • Flexibility to work rotating schedules in a 24/7 support environment and use AI tools responsibly.
  • Preferred: experience with SaaS integrations, APIs, logs, data synchronization, enterprise software, operational workflows, or AI-assisted support tools.

Benefits

  • Fully remote work from Colombia.
  • Opportunity to support web, mobile, and B2B SaaS products in a distributed environment.

Interested in this position?

Apply directly on the company website

Apply Now

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