Technical Quality Assurance Specialist

Technical Support Manager

Location:

Bogotá, Colombia (hybrid modality with high virtual interaction with regional teams and possibility of occasional travel)

Reports to:

O&T Customer Services Regional Leader - Latin America and the Caribbean

Ensure the technical and functional quality of the Service Center ecosystem. Focus on the CRM Zendesk and its integrations, ensuring that the platform and its related applications operate optimally, reliably, and aligned with business requirements. Responsible for designing, executing, and supervising technical tests, validating configurations, managing connections, and collaborating in the continuous improvement of the system to optimize the end-user experience and operational efficiency.

• Coordinate and validate advanced Zendesk configurations, including workflows, business rules, automations, and macros.
• Manage integrations and connections with external systems (CRM, ERP, communication tools, etc.), ensuring their correct operation and synchronization.
• Coordinate the documentation of configurations, technical processes, and changes made in the platform, as well as the update and safeguarding of this documentation.
• Dominate and coordinate the monitoring in Concentrix and Marsh of the behavior of all technical components of the Service Center solution.

• Design and execute functional, integration, and regression test plans to validate new implementations, updates, and configurations in Zendesk and related applications.
• Identify, report, and track technical defects and deviations in the expected system behavior.
• Collaborate with development, support, and operations teams to resolve technical incidents and optimize processes.
• Maintenance of accesses (exits/entries)
• Audits, plan and tests of business continuity plans

• Implement metrics and dashboards to monitor the technical health and performance of the ecosystem with all components of the Service Center, focus on Zendesk.
• Propose technical improvements based on data analysis, user feedback, and test results.
• Participate in automation and digitalization projects related to the platform.

• Provide technical support and training to key users on advanced functionalities and best practices in Zendesk.
• Coordinate the interaction of technical support between Marsh and Concentrix
• Elaborate and update technical manuals and user guides
• Presentation of demos as required

• University degree in Systems Engineering, Computer Science, Telecommunications, or related fields.
• Certifications related to Zendesk (Zendesk Support Administrator, Zendesk App Developer) or in technical quality assurance (ISTQB, Six Sigma) are highly valued.

• Minimum 3 years of experience in technical quality assurance, preferably with a focus on SaaS platforms and customer service tools like Zendesk.
• Proven experience in configuring, integrating, and testing Zendesk and its ecosystem (including applications and connectors).
• Knowledge in agile methodologies and test management tools (JIRA, Test Rail, etc.).

• Trilingual in Portuguese, English, and Spanish (oral and written fluency required).
• Advanced knowledge of Zendesk, including its configuration, API, and application ecosystem.
• Knowledge of system integration, REST APIs, and databases.
• Analytical ability, attention to detail, and capacity to document technical processes.
• Excellent communication skills to interact with technical teams and non-technical users.
• Proactivity, critical thinking, and orientation to continuous improvement.

• Indefinite term contract with initial probationary period according to local legislation.
• Hybrid modality with presence in office and remote work.
• Competitive salary according to market and responsibilities of the position.
• Additional benefits according to local and/or corporate policies.

• Ensure the stability and correct technical operation of the Zendesk ecosystem.
• Detect and resolve promptly technical errors that impact operation and user experience.
• Continuously improve technical configurations and processes to optimize operational efficiency.
• Generate clear and actionable technical reports for decision-making.

• Percentage of technical incidents resolved within SLA: > 95%.
• Compliance with the testing plan for new implementations: 100%.
• Reduction of recurring errors in the platform: > 80% annually.
• Satisfaction of technical and operational users with support and configurations: > 85%.
• Average response time to technical requests: < 24 hours.
• Active participation in at least 1 technical improvement project per semester.