Job Description

BC Tecnología is an IT consulting firm that accompanies clients in financial services, insurance, retail and government through infrastructure solutions, software development and business units. Our approach focuses on agile delivery, customer vision and continuous process improvement. In this role, you will be part of a specialized team that provides support to sellers and operations of Marketplace / Ecommerce platforms, collaborating closely with technology, product and operations areas to guarantee a high-quality customer experience and efficient resolution of incidents.
You will work in a dynamic and multicultural environment, with opportunities for continuous learning and professional development within an organization that favors collaboration and technological innovation.
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Responsibilities and tasks
Provide level 2 support to Marketplace / Ecommerce sellers through tickets, email and defined channels, ensuring timely and accurate responses.
Analyze, diagnose and resolve technical and operational incidents related to the platform, escalating to internal teams when appropriate.
Track tickets, meet SLAs and maintain clear documentation of solutions and processes to improve operational efficiency.
Collaborate with technology, product and operations to identify areas of improvement and contribute to the optimization of workflows.
Constant communication with internal teams and international stakeholders, managing expectations and providing status updates.
Support online sales, payments, dispatch and after-sales processes when required, promoting customer satisfaction.

Requirements and profile
We are looking for a person with verifiable experience in Level 2 Support and in Marketplace and/or Ecommerce platforms. Communication skills in English and the ability to work in a customer-oriented environment will be an advantage.
Minimum requirements:
Previous experience in Level 2 Support and Marketplace/Ecommerce.
Advanced English (oral and written) required.
Management of ticket management tools (ServiceNow, Zendesk, Jira or others).
Ability to analyze problems, use critical thinking and guide solutions to the client.
Good communication, organization and teamwork skills.
Desirable knowledge:
Knowledge of online sales processes, payments, dispatch and after-sales.

Desirable conditions
Previous experience in multicultural environments and with international clients will be an advantage, as well as experience working with technology and operations teams to resolve complex incidents.

Benefits and work environment
Hybrid mode. Fixed-term contract with the possibility of indefinition depending on performance. Collaborative and multicultural team. Learning and technical development opportunities. You will participate in projects with high-level clients and an environment that values ​​inclusion and respect.