Customer Support Analyst

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Provide prompt and effective solutions to customer inquiries and concerns.

• Take ownership of and resolve intricate logistics and SaaS customer challenges.

• Attain comprehensive functional and technical knowledge of various SaaS products, including setup, configuration, and third-party integrations.

• Diligently log and monitor customer issues in the ticketing system, ensuring appropriate follow-ups and escalation paths for resolution.

• Collaborate with internal teams, such as Product and Engineering, to document and escalate bugs and feature requests.

• Develop and contribute to internal knowledge bases and customer help center resources.

• Identify recurring patterns in customer issues and proactively recommend process enhancements.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Support for SaaS companies.

• At least 2 years of experience in Logistics, TMS, or a similar field.

• Proficient written and verbal communication skills in both **English** and **Spanish**.

• Familiarity with ticketing systems (Zendesk preferred).

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Ability to evaluate and prioritize urgent or potentially urgent issues.

• Confidence in communicating with customers, even when delivering unfavorable news.

• Proven track record of quickly learning and mastering new products.

• Experience in creating educational content for customer help centers.

• Capability to build and maintain an internal knowledge base to support internal teams.

• Customer-centric mindset with a commitment to providing an exceptional experience.

• A proactive and initiative-driven approach to learning and improvement.

🏝️ Benefits

• Competitive base salaries - we believe in rewarding top talent.

• Extremely competitive Equity package - become a shareholder in our company!

• Loadie Time Off - unlimited PTO and sick days.