Customer Support Specialist

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

📋 Description

• Take charge of the daily support experience for enterprise clients.

• Act as the initial point of contact for inquiries regarding products, technical issues, and services.

• Prioritize and manage support tickets in accordance with service level agreements (SLAs).

• Collaborate with Engineering, Product, and Customer Success teams to address and resolve issues.

• Keep customers updated throughout the issue resolution process.

• Recognize and analyze recurring issues and trends within the support queue.

• Relay identified recurring issues and trends back to Product and Engineering teams.

• Build relationships with key stakeholders at customer organizations.

• Oversee, act on, assign, respond to, and escalate service desk tickets from customers.

• Manage first-level customer interactions, inquiries, and complaints.

• Coordinate ticket transitions across global support teams and different time zones.

• Collaborate with Sales and Customer Success to discover commercial opportunities and align customer objectives with product offerings.

• Solve problems, clarify products and services, train users, configure software, and troubleshoot issues.

• Keep support information current and assist in reporting efforts.

• Maintain expert-level knowledge of the evolving software solutions, products, services, systems, and strategies.

• Communicate effectively with both technical and non-technical stakeholders across Product, Development, Sales, and Customer Operations.

• Monitor, respond to, and escalate incidents in both Stage and Production environments and the software stack.

⛳️ Requirements

• 2–3 years of experience in a customer-facing Technical Support, Service Desk, or Delivery Manager role, preferably in enterprise SaaS.

• Experience in supporting international B2B clients at all levels, from end users to senior stakeholders.

• Proficient in written and spoken English.

• Familiarity with third-party SaaS stack applications.

• Strong skills in organization, prioritization, and time management.

• Ability to exercise judgment in managing competing urgent issues.

• Clear and confident communicator with the ability to explain technical concepts to non-technical audiences.

• Capability to coordinate across teams and influence without having direct authority.

• Consistently uphold a high standard of service aligned with EnterpriseAlumni's processes and guidelines.

• Practical experience with Jira, Zendesk, and AI assistants like Claude.

• CV must be submitted in English.

• A brief cover letter outlining the suitability for the role is required.

• Desirable: experience in customer training, project management (agile and/or waterfall), or supporting clients in regulated industries.

🏝️ Benefits

• Work-life balance.

• Collaboration and mutual respect.

• An inclusive work environment.

• Direct influence on customer experience.

• Opportunity to participate in a growing global team.

• Collaborate with renowned organizations.