Technical Customer Support Representatives

UnifyCX is growing and looking for a Technical Customer Support Representatives to join our motivated and ambitious team in Barranquilla.

What Will You Do?

As a Technical Customer Support Representative, you will serve as the first point of contact for customers seeking assistance with our products and services. You will provide exceptional support across multiple communication channels, resolve common issues, and ensure customers receive timely and accurate guidance while partnering closely with technical teams when escalations are needed.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone, delivering timely, professional, and customer-focused support.
• Troubleshoot basic technical issues including login problems, microphone/headset concerns, hardware issues, and general device-related challenges on Chromebooks, iPads, and Windows devices.
• Answer product questions regarding features, functionality, and best practices to help customers maximize their experience.
• Identify issues requiring advanced technical expertise and escalate cases to Tier 2 Support with clear documentation and context.
• Accurately document customer interactions, troubleshooting steps, and relevant details within Salesforce CRM.
• Meet established service level agreements (SLAs), including 24-hour initial response expectations and timely escalation handoffs.
• Maintain high levels of customer satisfaction through clear communication, proactive follow-up, and realistic expectation setting.
• Contribute to internal knowledge base documentation to enhance self-service resources and team efficiency.
• Follow established escalation procedures to ensure critical issues, product bugs, and sensitive matters are addressed promptly.
• Monitor support queues and maintain productivity standards while effectively managing case volume and priorities.
  
  

Who are you?

You are a customer-focused professional who enjoys helping others and delivering positive support experiences. You communicate effectively, stay organized in a fast-paced environment, and know when to solve issues independently versus when to engage additional technical resources. You are detail-oriented, collaborative, and committed to providing outstanding service.

Required Experience & Skills

• 1+ years of customer support experience. (preferably within an EdTech environment)
• Strong written and verbal communication skills with the ability to support customers across multiple channels.
• Ability to manage competing priorities and work efficiently within a queue-based support environment.
• Experience with Salesforce CRM or similar ticketing platforms; willingness to learn new systems and processes.
• Patient, empathetic, and professional when working with educators, administrators, teachers, and other customers.
• Ability to assess customer issues and determine appropriate resolution or escalation paths.
• Strong troubleshooting mindset with the ability to follow documented processes, test solutions, and record outcomes.
• Flexible and adaptable to changing priorities, particularly during peak seasonal support periods.
• Highly organized with strong attention to detail and a commitment to accurate documentation and follow-up.
• Team-oriented with a collaborative approach and eagerness to learn from colleagues and leadership.
• Comfortable performing routine support responsibilities while consistently meeting quality and productivity expectations.
• Bilingual English/Spanish: Able to read, write and speak English fluently is a requirement for the role.
  
  

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.