CRM Support Engineer
Buenos Aires
Viseven – LATAM /
Full-time /
Remote
Viseven Group is a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies.
At Viseven, our rapidly growing team boasts over 700 highly skilled professionals, including experts in development, design, business analysis, project management, delivery, sales, marketing, and customer success.
With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele.
Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe.
Job Responsibilities:
- Register, classify, and process all incoming issues (via Email, Service Desk, Messenger, or Chat) in line with SLA agreements.
- Investigate, troubleshoot, and resolve customer requests at both L1 and L2 levels; escalate complex cases to Development or external vendors with full context.
- Communicate proactively with Customers regarding progress, resolution status, and any expected delays.
- Support setup, configuration, and updates of CRM instances and Offline Apps, including synchronization troubleshooting and functional checks.
- Conduct periodic and ad-hoc testing of client environments, user roles, and purchased functionality.
- Deliver client trainings on system usage, updates, and new features.
- Create and maintain support documentation, user guides, and training materials; ensure continuous knowledge base updates.
- Collaborate with Delivery, Development, and QA teams to support smooth rollouts of fixes, enhancements, and new releases.
Requirements:
- 1+ year of experience in a technical support or customer-facing software environment.
- Strong problem-solving mindset: self-learner, proactive, able to become a product expert and customer advocate.
- Excellent communication skills in English (Upper-Intermediate/Advanced), both verbal and written; additional languages are a plus.
- Organized and detail-oriented, with strong multitasking and time-management skills.
- Hands-on experience with ticketing/support tools (e.g., Intercom, Jira Service Desk, Zendesk, or similar).
- Experience with CRM and Offline Apps setup and administration (preferably in SaaS or pharmaceutical/field-force context).
- Understanding of database management (import/export/mapping of data).
- Familiarity with SQL, APIs, and cloud environments (AWS) is an advantage.
- Experience in testing system functionality and reporting issues to Development/QA teams is a plus.
- Ability to conduct client trainings and create/update support documentation and knowledge base articles.
What we provide:
We know our team members are key to achieving our goals, so we value and empower them to share their vision. We reward this passion with exceptional benefits, including:
Competitive Compensation: Regular performance-based salary and career development reviews.
Experienced Team: Join a passionate, experienced team in a friendly atmosphere.
Career Growth: Opportunities for professional and career advancement.
Paid Time Off: 18 business days per year (20 business days after 2 years of service).
Sick Leave:
Non-documented: 4 business days per year.
Documented: 20 business days per year.
Family Leave: 3 paid business days for marriage, childbirth, or bereavement.
Medical Insurance: Comprehensive coverage.
English Courses: Learning opportunities to improve your language skills.
Professional Development: Participation in forums and conferences.
Corporate Events: Regular team-building activities and events.
Work Environment: Enjoy a comfortable, fully equipped office and the possibility to work from home.
