Company Description
At Sana Commerce we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.
It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.
At Sana Commerce, we're looking for a Senior Service Consultant to work with our Projects team in the americas region, providing top-notch customer and technical support to our clients.
Job Description
What you'll be doing:
- Support Sana Customers through different kind of requests like questions, doubts, issues, showstoppers and high complexity issues.
- Coordinates technical teams for finding the root cause of any kind of issue and guarantees the creation of a solution direction for solving it.
- Recognizes himself as a solutions leader/manager more than just an operator that redirects the situation.
- Manages workload to meet customer resolution expectations and follow up on tickets
- Express high level of empathy with our customers, especially in a crisis, along with the ability to guide the customer through the solution journey, being self-aware and self-regulate (e.g. detach) from the situation at hand.
- Manages his daily pipeline to achieve all KPIs and OKRs or communicate clear action plans to the lead/manager to get them on track pro-actively
- Be a technical partner for the rest of the team with the ability to share knowledge and train new colleagues when it is needed.
Qualifications
What you'll bring:
- Experience in 3+ Customer service for Tech, SaaS or similar.
- Technical experience/Knowledge about ERP (Configuration, set up, etc), system/applications configuration, (web platforms, e-commerce, etc), service-based apps (webservices, APIs), technical troubleshooting (with Postman, SoapIU), XML and Json.
- Plus, if you have background or experience as Developer or QA.
- Plus, if you have experience with international customers.
- English proficiency: B2
- Living in Medellin, close areas or willing to relocate to Medellin (We work hybrid, 2 days in the office)
Additional Information
Job descriptions can be tough to interpret. Even if you may not tick all the boxes, we have ambitious plans for the LATAM region, and we encourage people who share our vision and look forward to growing with us. Apply now.
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Top Skills
What We Do
At Sana Commerce, we specialize in delivering a comprehensive B2B e-commerce solution that seamlessly integrates with Microsoft Dynamics and SAP ERPs.
Our mission is to empower manufacturers, distributors, and wholesalers with the tools they need to build and nurture long lasting customer relationships
How? By making your SAP or Microsoft Dynamics ERP and e-commerce work as one. This eliminates the system silos, unnecessary complexities, and compromises caused by mainstream e-commerce solutions.
Instead, our approach unlocks 3 key benefits that enable you to build lasting relationships with your customers:
• Total customer convenience: Empower your customers with personalized self-service and complete transparency.
• Reliability without compromise: Eliminate errors and delays for an experience your customers can always rely on.
• Constant evolution: Quickly and easily adapt your business to meet and exceed your customers’ evolving expectations.
Sana Commerce is a certified SAP and Microsoft Gold partner, backed by a strong global partner network and recognized by leading industry experts.
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