Technical Customer Support Representative

About Us

Outsourced is a leading ISO-certified offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

About Our Clients

They are a B2B SaaS company that provides an AI-powered Contract Lifecycle Management (CLM) platform. Their software helps businesses centralize, manage, analyze, and automate contracts throughout their entire lifecycle—from drafting and negotiation to execution and renewals. By leveraging AI, they streamline legal workflows, reduce manual work, and improve contract visibility for legal and business teams.

Roles & Responsibilities

• Work with customers across the client customer base as a primary technical resource on issues reported with our product portfolio.
• Build and document knowledge of products, tools, and processes to aid in
  
  

troubleshooting.

• Build and maintain subject matter expertise within the evolving the client product suite.
• Independently reproduce and file bug reports and collaborate with other team members and our Build team for resolution.
• Maintain an orderly queue in our help desk, including driving prioritization of urgent issues and those that are close to breaching Support Service Level Agreements (SLA).
• Build subject matter expertise in the craft of Customer Support within a B2B SAAS company.
• Build and share subject matter expertise in legal workflows both with and without the client's product suite.
• Learn and suggest best in breed use-cases for the client's product to drive efficiency and value for client's customers.
• Collaborate with Revenue Teams to identify opportunities for upsell, cross-sell, and expansion within existing accounts.
• Frequently work through team projects that contribute to team, department, and company goals.
• Attend and adhere to in your daily activities all internal applicable required trainings on security, standards and systems.
  
  

What You'll Do

• 2+ years working as a Technical Customer Support Representative role working directly with customers in B2B SAAS Software environment.
• Familiarity with Microsoft Excel and/or Google Sheets, basic knowledge in formula creation.
• Some familiarity with SQL and relational databases.
• Excellent communication skills, both written and verbal.
• Desire to learn and grow while embodying the client's core values.
• Flexibility for adapting quickly to changing priorities and processes.
• You enjoy helping people, even when itʼs something small or very challenging.
• Youʼre curious and tech-savvy with a willingness to learn and become proficient in the client's application and internal tools used for troubleshooting.
• You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams.
• Youʼre detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk.
• You are a team player with the ability to collaborate and contribute to team projects when needed.
  
  

Work Conditions

• Location: Colombia
• Job Type: Remote
• Work Schedule: Monday - Friday, 9am - 6pm EST or MST
• Employment Type: Full-time (40 hours per week)