Customer Service Representative supporting after sales processes and managing customer inquiries in a hybrid working environment. Leading the team in the absence of the team leader.
About the role
- Implementation Support Specialist aiding project readiness and quality assurance for OpenLoop's tele-health solutions. Ensuring system stability and collaboration across internal teams in a hybrid model.
Responsibilities
- Supports implementation readiness by reproducing and documenting issues, validating configuration changes, and ensuring system stability before client handoff.
- Maintains trackers, dashboards, and shared documentation to reflect testing progress, open issues, and project status.
- Performs basic configuration validations, tests fixes, and identifies potential risks or inconsistencies.
- Collaborates with internal teams and Customer Success to communicate issue status and test outcomes.
- Provides QA coverage and testing support to Implementation Specialists and TPMs.
- Maintains incident logs, documents test results, and updates the internal knowledge base.
- Escalates issues promptly with severity details and context to ensure proper triage.
- Identifies recurring issues or inefficiencies in testing and implementation workflows, recommending improvements to enhance quality and team operations.
- Works closely with Implementation team to align on priorities, testing needs, and timelines across multiple client projects.
Requirements
- Bachelor’s degree in Business or Industrial Engineering, Information Systems, or related field.
- 0–2 years SaaS support, QA, or troubleshooting experience; strong documentation and problem-solving skills
- Ability to quickly learn and apply software configuration and troubleshooting skills (preferred).
- Curiosity about technology and willingness to learn low-code/no-code tools or workflow automation (e.g., Zapier, Make) is a plus.
- Strong organizational and time management skills; able to handle multiple priorities.
- Proactive problem-solver with a collaborative mindset.
- Fluency in English (C1) and excellent written and verbal communication skills.
- Available to work in a hybrid work model.
Benefits
- Formal employment (“Planilla”) under a Peruvian entity — all legal benefits in soles (CTS, Gratificaciones, etc.).
- Full-time schedule: Monday–Friday, 9am–6pm.
- Unlimited vacation days 🏖️ — yes, we mean it!
- EPS healthcare (Rimac) covered 100%.
- Oncology insurance (Rimac) covered 100%.
- AFP retirement plan.
- Coworking access in Miraflores, Lima — with free beverages, talks, bicycle parking, and amazing city views.
- Company laptop and tools provided.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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