Technical Support Consultant

Salesforce Support Excellence for Healthcare SaaS Client Operations

The Technical Support Consultant positions are vital to sustaining reliable systems and exceptional client experiences in high-growth SaaS environments. Every interaction contributes to stronger business continuity and client success. Emapta provides a long-term global career for top 1% talent, combining high-impact responsibilities with premium support, stability, and continuous professional growth.

Role Snapshot

Employment Type: Indefinite term type contract
Shift: Day shift (10:00–11:00 AM to 7:00–8:00 PM Colombian time), Weekends off
Work Setup: Work From Home/Remote, Colombia

What’s in It for You

• 5 days work week
• Weekends off
• Work from home arrangement
• 20 vacation days in total
• Prepaid medicine
• Fully-customized Emapta laptop and peripherals
• Direct exposure to our clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime Office Locations - Bogotá and Medellin
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)

Qualifications

• At least 2 years of experience in technical support, customer support, or SaaS services roles
• Strong hands-on experience with Salesforce (SFDC), including administration, configuration, and reporting
• Proficiency in Zendesk or similar ticketing systems
• Experience with document tools such as Formstack (preferred)
• Familiarity with SMS platforms such as Pendula (preferred)
• Exposure to integration or iPaaS tools such as Workato (preferred)
• Experience in managing ticket queues and client communication
• Exposure to healthcare or clinical operations (ABA therapy preferred but not required)
• Excellent written English skills (critical requirement)
• Strong verbal communication skills with the ability to lead client calls

Key Responsibilities

• Manage 10–15 support tickets daily across varying levels of complexity
• Handle increased ticket volumes during system releases and peak business periods
• Resolve issues related to dashboards, reports, custom fields, layouts, and data
• Provide white-glove consulting support while guiding clients toward scalable solutions
• Educate clients by sharing relevant resources, documentation, and best practices
• Identify opportunities to teach clients processes that can be self-managed
• Triage bugs, enhancement requests, and feature requests to the product team
• Collaborate with clients to understand operational needs and deliver effective solutions
• Apply healthcare or ABA-related knowledge to resolve billing and operational issues
• Assess ticket requirements and determine appropriate resolution paths
• Maintain clear and professional client communication across all interactions

About the Client

Our client is a rapidly growing outsourcing partner supporting high-growth startups across the United States. They deliver tailored solutions spanning customer success, back-office operations, data analytics, and marketing support, seamlessly integrating global teams into client organizations. With a 92% client retention rate and significant cost efficiencies delivered per client, they have built a reputation for innovation, partnership, and scalability. Their continuous investment in talent, training, and technology has positioned them as a trusted growth partner for ambitious, fast-scaling businesses.

Your Future Team at Emapta Latam

Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of over 11,000 talented professionals, Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.

#EmaptaEra