Customer Support Liaison

hace 6 días

Guadalajara, Jalisco, México Diligent Corporation A tiempo completo

**Empowering Excellence in Governance**

Diligent Corporation, a pioneer in modern governance, offers SaaS solutions that transform the way organizations manage governance, risk, compliance, audit, and ESG. With over 1 million users and 700,000 board members and leaders empowered to make informed decisions, our holistic approach sets the standard for effective GRC practices.

We are seeking a highly skilled Customer Support Liaison to join our team. As a key member of our support team, you will handle Tier 1 support and client relationships by answering support calls from clients, resolving issues, and ensuring complete client satisfaction. Collaboration with our Customer Success Team and ProdOps team is essential for speedy issue resolution. Strong communication skills and proficiency in articulating technical and non-technical information are crucial for success.

The ideal candidate possesses excellent customer service skills, superb communication skills, and a passion for helping people. Under pressure, they remain unflappable and committed to delivering exceptional customer service. A self-assured individual who can work effectively with senior executives across the globe is essential.

**Key Responsibilities:**

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer information, determine the issue, and diagnose technical and software problems.
  • Research required information using available resources, follow standard processes, and identify priority issues.
  • Redirect problems to the appropriate resource, accurately process and record call transactions, and offer alternative solutions to retain customers' business.
  • Organize ideas, communicate oral messages appropriately, and follow up on scheduled callbacks to customers as necessary.

**Required Skills and Qualifications:**

  • 1-3 years of experience in phone-based software application/technical support/customer service supporting end-users.
  • Excellent communication skills with internal stakeholders, proven problem-solving skills, and technical aptitude.
  • Working knowledge of Windows OS and other major operating systems, superb communication and customer handling skills.
  • Ability to think on your feet in a demanding environment, fluent in English and Spanish.

**Compensation Package: We Offer $60,000 - $80,000 per year**, depending on location and experience. Our flexible work environment, comprehensive health benefits, meeting-free days, generous time-off policy, and wellness programs demonstrate our commitment to employee well-being. Join a global community where diversity and inclusion are top priorities, and enjoy access to Employee Resource Groups and resources for professional development.

Diligent empowers leaders with innovative technology, insights, and connections to drive greater impact and accountability. As a valued member of our team, you will contribute to making the world more sustainable, equitable, and better place.

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