Customer Support Representative

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

📋 Description

• Address customer inquiries through phone, live chat, and email while adhering to established service levels.

• Diagnose account, order, billing, and product issues and aim to resolve them on the first interaction when feasible.

• Refer complicated cases to the appropriate team, providing clear and comprehensive notes.

• Accurately record every interaction in the client's CRM or helpdesk system, including platforms like Zendesk, Gorgias, or Freshdesk.

• Recognize recurring issues and provide feedback to enhance help articles and procedures.

• Achieve targets for quality, productivity, and customer satisfaction.

• Act as the initial point of contact for customers.

• Collaborate within dedicated support teams for U.S. clients in the e-commerce, technology, and healthcare sectors.

⛳️ Requirements

• Over 1 year of experience in customer support, call center, or client-facing service roles.

• Exceptional spoken and written English skills.

• Calm, empathetic, and solution-focused communication style.

• Proficient in using helpdesk, CRM, and ticketing systems.

• Strong attention to detail with the ability to multitask across various channels.

• Availability to work during U.S. business hours.

• Residing in Colombia.

• Dependable home office environment and stable internet connection.

• Experience in supporting U.S. customers.

• Background in e-commerce, SaaS, or healthcare support.

• Proficient in Spanish.

🏝️ Benefits

• Health insurance for contractors.

• Holiday Extra Pay.

• Work hours typically align with standard U.S. business hours, with some flexibility depending on client requirements.

• Fully remote position.

• Mental health days.

• Performance-based incentives in addition to the base salary.

• Annual review and appraisal process.

• Opportunities for professional development and career advancement.