Support Specialist

hace 4 meses


Desde casa, México Station 24 Fitness A tiempo completo

**OBJETIVO DEL PUESTO**
Como Support Specialist tu principal objetivo es brindar un servicio al cliente excepcional a aquellos que buscan asistencia en línea. Serás el punto de contacto inicial para preguntas, consultas y problemas técnicos, respondiendo a través de chats en vivo, WhatsApp, y tickets enviados por correo electrónico.

Además, tendrás un papel crucial al ayudar a resolver problemas internos de sucursales, priorizando y dirigiendo los tickets de manera efectiva a los equipos correspondientes. Tu labor será esencial para mantener la eficiencia operativa, tanto para los clientes como para los equipos internos, y contribuirás al éxito continuo de Station.

Este puesto de trabajo tiene opción de ser remoto en LatAm

**FUNCIONES**
- Atención a los canales de servicio al cliente_
- Tendrás a tu cargo la recepción de novedades que se presenten en las sucursales y dirigirlas a los equipos encargados de brindar una solución efectiva.
- Priorizarás los casos y les darás seguimiento asegurando un tiempo de cierre determinado y una alta satisfacción.
- Atenderás estos casos utilizando un software de servicio al cliente, el cual será tu herramienta principal de trabajo.
- Generación de Reportes_
- Usarás HubSpot como tu CRM y herramienta de medición de la satisfacción del cliente.
- Enviarás encuestas de medición de la satisfacción y te encargarás de presentar los resultados.
- Generarás reportes de las métricas principales del rol y los expondrás en juntas del equipo.
- Identificarás áreas de oportunidad para mejorar y propondrás mejoras en los procesos del área.
- Generación de Contenido (Preferiblemente No Obligatorio)_
- Ayudarás a crear artículos de la base de conocimientos en donde tocarás los temas y preguntas más recurrentes.
- Crearás material de apoyo el cual será compartido con los clientes como una herramienta para bajar el tiempo de cierre de los tickets.
- **Optimización de resultados**_
- Las métricas del rol serán tu guía, trabajarás para alcanzar las metas y resultados del área.
- La satisfacción del cliente es nuestra prioridad.
- Serás un entusiasta y evangelizador de la marca Station.

**PERFIL**
- Conocimiento de procesos de atención al cliente
- Manejo de herramientas de atención al cliente (Zendesk, Intercom, HubSpot)
- Conocimiento y manejo de CRM (Preferiblemente HubSpot)
- Excelentes habilidades de comunicación escrita
- Experiência generando reportes
- Resolución de conflictos y quejas de clientes
- Preferible experiência en el sector fitness
- Capacidad para priorizar y administrar múltiples proyectos, tareas diarias y de alta prioridad

Preferible tener experiência generando contenido como artículos de base de conocimiento

Tipo de puesto: Tiempo completo

Salario: $9,000.00 - $12,000.00 al mes

Horario:

- Turno de 8 horas

Lugar de trabajo: Empleo remoto


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