Customer Support Specialist

This is a fully remote position, open to applicants in Colombia, +1 more country.

📋 Description

• Manage incoming customer support calls from customers located in the U.S.

• Provide assistance with product inquiries, troubleshooting, order-related questions, and general support requests.

• Offer patient, empathetic, and clear guidance to customers.

• Adjust communication style based on customer needs and their familiarity with the product.

• Acquire and maintain knowledge of a comprehensive and varied product catalog.

• Remain updated on product changes, training resources, procedures, and updates to internal processes.

• Recognize customer needs and direct them to suitable solutions.

• Ensure customers comprehend information and outline subsequent steps.

• Accurately document customer interactions and pertinent details.

• Work collaboratively with internal teams when additional assistance or escalation is necessary.

• Occasionally support Spanish-speaking customers as needed.

⛳️ Requirements

• Minimum of 1 year of experience in a professional phone-based customer support role.

• Prior experience managing customer calls as a primary responsibility.

• Advanced English proficiency — C1 preferred, with strong B2 candidates also welcomed.

• Clear and effective verbal communication skills for engaging with U.S.-based customers.

• Exceptional patience, empathy, active listening, and customer service abilities.

• Capability to learn, retain, and articulate substantial product knowledge.

• Comfort in adapting to evolving products, processes, and training materials.

• Strong problem-solving skills and the ability to stay composed when assisting frustrated or confused customers.

• Availability to work during the required U.S. Central Time operating hours.

• Willingness to work on schedules that may include weekends.

• Candidates must be open to weekend availability.

🏝️ Benefits

• Fully remote work opportunity.

• Full-time employment status.

• Potential for long-term remote work.

• Opportunities for continuous learning and professional growth.

• Fast-paced and expanding work environment.