Customer Support Representative

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

📋 Description

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

• Diagnose account, order, billing, and product-related issues and aim to resolve them during the initial contact whenever feasible.

• Refer complicated cases to the appropriate team, ensuring clear and comprehensive notes are provided.

• Accurately record every interaction in the client's CRM or helpdesk system (e.g., Zendesk, Gorgias, Freshdesk).

• Recognize recurring issues and provide insights to enhance help articles and operational processes.

• Achieve quality, productivity, and customer satisfaction objectives.

⛳️ Requirements

• A minimum of 1 year of experience in customer support, call center, or client-facing service positions.

• Proficient in both spoken and written English.

• A calm, empathetic, and solution-focused communication approach.

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

• Strong attention to detail and the ability to manage multiple tasks across various channels.

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

• Residing in Mexico, equipped with a reliable home office setup and a stable internet connection.

• Experience in supporting U.S. customers.

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

• Fluency in Spanish is required.

🏝️ Benefits

• We provide health insurance for contractors.

• Holiday Extra Pay is included.

• Work hours typically align with standard U.S. business hours, with some potential flexibility based on client needs.

• This position is entirely remote.

• We prioritize our team members' mental health and offer mental health days to promote their well-being.

• In addition to the base salary, performance-based incentives are available.

• An annual review and appraisal process is implemented.

• There are numerous opportunities for professional development and advancement within the organization.