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Customer Support Representative
hace 4 semanas
As a Customer Support Representative, you will serve as a vital point of contact for our customers. You will be responsible for delivering high-quality support, managing inquiries, and ensuring a seamless customer experience across our products and services. This role requires English/Spanish fluency and occasional onsite presence at the client's Mexico City office.
What You'll Do:
- Respond to customer inquiries via phone, email, and web portal, delivering clear and professional support.
- Document all correspondence, research, internal inquiries, and relevant details in the ticketing system.
- Provide dedicated support during standard West Coast working hours (PST).
- Communicate effectively with internal team members as needed.
- Record all communications, research findings, and actions taken in the ticketing system to maintain accurate case history.
- Collaborate with team members for assistance and escalate issues to management when appropriate.
- Use internal systems to further your understanding of the client's platform and replicate customer-reported issues as needed.
- Educate customers on support processes, available resources, and best practices to ensure a positive experience.
- Provide support for the client's software platform, assisting with troubleshooting, documentation, and day-to-day inquiries.
- Be onsite at the client's Mexico City office approximately once a month for support and collaboration (travel is required if not local).
Must Have:
- 3+ years of experience in customer support or a related field, ideally in the software industry.
- Strong phone support skills, with the ability to communicate clearly and handle live customer conversations confidently.
- Excellent written and verbal communication abilities.
- Active listening skills with the ability to understand and respond to customer needs effectively.
- Ability to multitask, prioritize, and manage time efficiently.
- Experience working with ticketing systems and customer support platforms.
- Technical aptitude and ability to quickly learn new software and tools.
- Patience, empathy, and a genuinely customer-focused mindset.
- Fluent in English and Spanish, both written and spoken (required).
Nice To Have (Preferred but Not Required):
- Experience working with SQL SSMS.
- Proficiency with FreshDesk, Slack, Gmail, TeamViewer, and MS RemoteDesktop.
- Background in business analysis of software products.
