Especialista de Soporte a Clientes – SaaS para Mipymes

About the role

KOLO digitalizes the operations of more than 500 micro‑, small‑ and medium‑enterprises across Central America. The company is looking for a Customer Support Specialist who will act as the bridge between clients and the SaaS platform, ensuring smooth onboarding, troubleshooting, and maximum value extraction for each business.

Key responsibilities

• Respond to client inquiries via chat, phone, and email.
• Diagnose system usage issues and guide customers to solutions.
• Document every case in JIRA and escalate technical problems to the product team.
• Configure and integrate new companies: users, permissions, warehouses, POS points, FEL credentials, and bulk data loads.
• Assist new clients during testing, training, and activation phases.
• Provide remote and on‑site support for hardware such as printers, POS equipment, and connectivity devices.
• Travel to client locations within and outside the city for installations and integrations.
• Identify recurring problem patterns and propose product improvements.

Required profile

• At least 1 year of experience in customer support, help‑desk, or user‑facing roles.
• Comfortable learning new software quickly and explaining it in simple terms.
• Technical foundation to handle hardware, networking, and connectivity issues.
• Own reliable transportation for on‑site visits (mandatory).
• Patience and clear communication when teaching non‑technical users.
• Proactive attitude, initiative, and ability to work independently.
• Strong discipline in documentation and process adherence.
• Desire to grow with the company beyond a fixed schedule.

Required skills

• JIRA for case tracking.
• POS system configuration and support.
• ERP and SaaS platform familiarity.
• Hardware integration (printers, connectivity devices).
• Basic networking concepts.

What we offer

• Monthly salary of Q6,000 – Q7,000.
• Legal benefits (IGSS, 14th‑month bonus, Christmas bonus, vacation).
• Performance‑based incentive bonus.
• Equipment provided by KOLO.