Product Support Specialist

At Neostella, we pride ourselves on delivering exceptional client support through innovation, expertise, and a customer-first approach. We help our clients maximize the value of their technology by addressing issues quickly and effectively, allowing them to focus on growing their businesses.

We are looking for a Product Support Specialist to serve as the first point of contact for product support inquiries. This role involves troubleshooting application-related issues, responding to customer questions, documenting solutions, and collaborating with Product and Development teams to resolve more complex problems. The ideal candidate has a strong analytical mindset, excellent written and verbal communication skills, and a background in IT support. They should be comfortable managing multiple requests, following established procedures, and providing clear, customer-friendly guidance while maintaining a high standard of service.

Key Responsibilities:

• Serve as the first point of contact for product support inquiries.
• Respond to tickets, emails, chats, and calls professionally and in a timely manner.
• Log, monitor, and categorize incoming support requests across supported product lines.
• Apply standard operating procedures (SOPs) to resolve common technical issues.
• Perform initial diagnosis and troubleshooting of application-related problems.
• Escalate complex or unresolved issues to Product and Development teams using established protocols.
• Document troubleshooting steps, solutions, and outcomes in the knowledge base.
• Support customers with product-related questions, configurations, and basic usage guidance.
• Collaborate with the team to meet service level agreements (SLAs).
• Participate in team meetings to share updates, recurring issues, and opportunities for improvement.

Requirements

• 2 + years of experience in IT support function.s
• B2–C1 level proficiency in English, both written and spoken.
• Strong knowledge of Neostella products and related technical terminology, including AWS, SharePoint, and Dropbox.
• Experience creating, updating, and maintaining knowledge base articles and internal documentation.
• Strong written communication skills, with the ability to translate technical issues into clear, customer-friendly explanations.
• Proven ability to analyze issues, identify root causes, and apply effective solutions.
• Background or experience in IT support functions.
• Strong organizational skills and the ability to prioritize tasks under pressure.
• Excellent attention to detail in work and communication.
• Willingness to work on Colombian holidays.