Customer Support Representative - Remote

Overview

The Customer Support Representative will be responsible for providing exceptional customer service and problem resolution, ensuring customer satisfaction, and collaborating with various teams to enhance the customer experience.

In Short

• Provide customer support and troubleshoot technical issues.
• Engage with customers to ensure satisfaction with products and services.
• Manage multiple customer conversations using Salesforce Service Cloud.
• Gather and share customer feedback to improve products.
• Maintain accurate documentation of customer interactions.
• Collaborate with teams to escalate and resolve customer issues.
• Ensure compliance with company policies and SLAs.
• Demonstrate product expertise and provide guidance on usage.
• Monitor key performance indicators for customer support.
• Continuously strive for improvement based on feedback.

Requirements

• Must live in Guadalajara's Metropolitan zone.
• Exceptional customer service skills and positive attitude.
• Strong attention to detail and ability to prioritize issues.
• Experience in a ticketing environment (ServiceCloud, JIRA).
• Technical aptitude and ability to learn new platforms.
• Strong written and verbal communication skills.
• Experience with CRM or Support Desk software is a bonus.
• Ability to maintain accurate documentation.
• Proficiency in complex problem-solving.
• Team-oriented mentality and accountability for continuous improvement.

Benefits

• Work in a technology-driven company with a collaborative culture.
• Opportunity for continuous learning and improvement.
• Access to innovative solutions and technologies.
• Be part of a team that values customer experience.
• Potential for career growth within the company.