Customer Support Specialist

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

📋 Description

• Provide support to customers mainly via chat and email, with occasional phone calls as necessary.

• Resolve software and product-related customer inquiries.

• Determine if issues are linked to the Cloud Campaign platform, a third-party integration, or user settings.

• Pose effective diagnostic questions and collect the necessary information prior to escalation.

• Guide customers through product functionalities, workflows, settings, and best practices.

• Develop and maintain FAQs, troubleshooting manuals, user documentation, bug reports, and feature requests.

• Recognize recurring support challenges and enhance documentation or seek automation solutions.

• Aid customers with established white-labeling and software configuration processes.

• Collaborate with Account Owners and internal teams when additional assistance is needed.

• Keep customers updated and follow up on unresolved issues or reported bugs.

⛳️ Requirements

• Over 1 year of professional experience in Customer Support.

• Prior experience in supporting a SaaS or software product is essential.

• Experience interacting directly with customers via chat and/or email.

• Practical experience in troubleshooting software or product-related issues.

• Capability to investigate problems independently before escalation.

• Strong technical aptitude and a curiosity about software functionality.

• Excellent verbal and written communication skills in English.

• Ability to convey technical concepts clearly and simply.

• Strong customer service orientation, ownership, critical thinking, and meticulous attention to detail.

• Ability to work autonomously in a dynamic remote environment.

• Coding and development experience are not mandatory.

• Preferred: experience with Zendesk.

• Preferred: experience with Confluence.

• Preferred: experience with knowledge-base or documentation platforms.

• Preferred: experience with software integrations or third-party platforms.

• Preferred: experience with SaaS configuration processes.

🏝️ Benefits

• Fully remote work arrangement.

• Full-time commitment of 40 hours per week.