Customer Support Representative

Overview

We are seeking highly motivated Customer Service and Technical Support Specialists with a technical background to join our team. The ideal candidate should possess excellent Spanish communication and customer service skills, along with strong problem-solving abilities and a passion for delivering exceptional service. This role requires active listening, patience, tenacity, and adaptability to effectively address customers' concerns and provide timely solutions. A positive attitude is essential to foster a productive and customer-focused environment. If you are looking to apply your technical expertise in a dynamic and supportive team, we encourage you to apply now

• Provide exceptional customer support, resolving technical issues related to products or services in the Latin American region.
• Demonstrate strong problem-solving skills to troubleshoot and resolve customer concerns efficiently.
• Listen actively to customers, ensuring a clear understanding of their issues and offering appropriate solutions.
• Handle customer inquiries with patience and professionalism, maintaining a positive and helpful attitude.
• Adapt to varying customer needs, offering tailored solutions and suggestions based on technical knowledge.
• Collaborate with internal teams to ensure timely resolution of escalated issues and improve service delivery.
• Maintain up-to-date knowledge of products, services, and technical updates to provide accurate assistance.
• Track and document customer interactions and resolutions to ensure effective follow-up and issue resolution.
• Uphold customer satisfaction by offering clear communication and ensuring quality service at all times.
• Continuously improve personal performance through feedback and training opportunities.

• Excellent Spanish communication skills, both verbal and written, with a customer-centric approach.
• Proven experience in customer service and technical support roles, with a focus on resolving technical issues and providing exceptional service.
• Strong troubleshooting skills and the ability to diagnose and resolve technical problems efficiently.
• In-depth understanding of technical systems, software, or hardware, and the ability to convey technical information to non-technical customers.
• Ability to handle escalated issues, manage conflict, and provide effective resolutions in a calm and professional manner.
• Experience using customer service software, ticketing systems, and technical tools to track, manage, and resolve customer concerns.
• Strong problem-solving abilities with a focus on delivering quick and accurate solutions.
• Active listening skills, with the ability to understand customer needs and provide tailored solutions.
• Patience, adaptability, and a positive attitude when dealing with challenging or complex customer interactions.
• Ability to work under pressure and meet service level agreements while maintaining a high standard of service.
• Proficiency in using Microsoft Office Suite (Excel, Word, Outlook) and other relevant tools.
• Ability to work both independently and collaboratively in a fast-paced, team-oriented environment.
• Skilled in using support tools like Zendesk or Freshdesk, with strong ticketing and escalation management.

• Healthy, conducive work environment (Great Place to WorkTM – Certified three years in a row)
• Competitive salary
• 16 leave credits + all client-based holidays
• De Minimis/ Allowances (Upon regularization)
• HMO coverage + dependent
• Lots of opportunities to enhance your skills, acquire new experiences, work among experts, and grow your career.
• Exposure to world-class, high-level management from local and international direct supervisors.