Customer Support Specialist II COP

FULL REMOTE IN COLOMBIA JUNIOR VACANCY (2 or more years of experience in technical customer support, preferably supporting a B2B SaaS product) As a Customer Support Specialist II , you will independently resolve a broad range of customer issues requiring deeper product knowledge and technical investigation. You will own cases from initial contact through resolution, communicate clearly with customers, and escalate complex issues with the diagnostic evidence needed for efficient investigation. Responsibilities: Intermediate Support Ownership Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom. Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues. Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details. Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps. Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task. Prioritize cases based on customer impact, urgency, and applicable service-level expectations. Recognize when an issue requires Level III, Product, or Engineering involvement. Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, tro