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 kinds of requests like questions, doubts, issues, showstoppers, and high complexity issues. Coordinate technical teams to find the root cause of any issue and guarantee the creation of a solution direction for solving it. Recognize yourself as a solutions leader/manager rather than just an operator that redirects the situation. Manage workload to meet customer resolution expectations and follow up on tickets. Express a 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-regulating (e.g., detach) from the situation at hand. Manage your daily pipeline to achieve all KPIs and OKRs or communicate clear action plans to the lead/manager to get them on track proactively. Be a technical partner for the rest of the team with the ability to share knowledge and train new colleagues when needed. Qualifications Experience in 3+ years of customer service for Tech, SaaS, or similar. Technical experience/knowledge about ERP (Configuration, setup, etc.), system/applications configuration (web platforms, e-commerce, etc.), service-based apps (web services, APIs), technical troubleshooting (with Postman, SoapUI), XML, and JSON. Plus if you have a background or experience as a 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. #LI-JS1#LI-hybrid #J-18808-Ljbffr