Customer Support Representative

hace 2 semanas

Xico, México Backoffice Abroad A tiempo completo

**BA Global Talent** seeking a motivated and customer-centric individual for the **Customer Support Specialist** position to play a crucial part in ensuring customer happiness and retention by collaborating across various departments, responding to support tickets, and addressing customer inquiries with efficiency and precision.**Responsibilities**:- Support customer happiness and retention through cross-functional collaboration with customer success, engineering, product, and sales teams.- Respond to support tickets, identifying and resolving customer issues promptly.- Relay advanced customer problems to customer success and engineering, providing detailed notes for effective resolution.- Create video recordings of solutions for customers to facilitate understanding.- Engage in phone conversations with customers to debug and resolve issues effectively.- Identify common questions and contribute to the creation of knowledge base articles.- Master the tools used in-house, including HubSpot and Intercom.**Requirements**:- Excellent written communication skills.- Previous SaaS support experience.- Hands-on experience managing customer issues through ticketing solutions (e.g., Intercom).- Technical support experience, supporting customers using Enterprise Software or SaaS Solutions.- Sense of humor and a positive attitude, fostering a fun and collaborative work environment.- Proactive approach to problem-solving, proposing solutions rather than just pointing out problems.- Proficient in leveraging tools, such as Excel and other software, to solve problems.**Preferred Qualifications**:- Previous CRM experience, with familiarity in HubSpot is a plus.**Time Zone**: PT**Schedule**:7 AM to 5:30 PM- **Only resumes submitted in English will be considered.**All qualified applicants will receive consideration for job opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin._**About BA Global Talent**BA Global Talent is a young, fast-growing company that strives to provide high-quality remote service providers to US-based clients.**BA **was founded by a lawyer and a business administrator who harnessed their expertise and relevant local experiences to ensure that demanding employers can find high-quality, remote service providers to help their businesses grow.

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