Customer Support Specialist

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

📋 Description

• Deliver technical support via live chat, email, and telephone.

• Manage a high volume of incoming phone inquiries, which may constitute 80–100% of daily responsibilities.

• Aim to resolve at least 8 support tickets every hour while ensuring high levels of customer satisfaction.

• Collaborate with AI agents to handle complex human interactions and facilitate the complete customer experience.

• Diagnose software issues and assist users with navigation problems in CE Broker.

• Inform customers about enhanced continuing education tracking account options and recommend appropriate plans.

• Collect and relay product feedback as well as recurring user pain points to internal teams.

• Enhance the internal knowledge base and optimize support documentation.

⛳️ Requirements

• A minimum of 2 years of experience in a contact center or technical support position within the SaaS sector.

• Expertise in Zendesk or a comparable CRM system is essential.

• Proficient in navigating detailed ticket histories and utilizing macros effectively.

• A positive outlook on the integration of AI in the workplace.

• Quick ability to learn new software platforms.

• Outstanding verbal and written communication skills in English.

• Capability to simplify technical concepts into friendly and comprehensible instructions for non-technical users.

• A quiet, dedicated, and professional workspace at home.

• An internet connection with a minimum speed of 25–50 Mbps for downloads and 5–10 Mbps for uploads.

• A stable VOIP connection that can support high-quality phone calls throughout the work shift.

• Must be legally eligible to work in the US; sponsorship is not offered.

• Regular availability from Monday to Friday, between 11am and 8pm ET.

• An Associate’s degree or higher is preferred.

🏝️ Benefits

• Professional development allowance.

• Flexible work arrangements.

• Generous paid time off (PTO).

• Paid time off for volunteering activities.

• Paid time off for birthdays.

• Paid leave for new parents.

• 401K plan with company matching for US employees.

• Financial planning education and resources available for US employees.

• Health Savings Account (HSA), Flexible Spending Account (FSA), and traditional medical, dental, and vision insurance options for employees and their dependents (US employees).

• Lifestyle Spending Account for wellness, work-from-home equipment, and other personal well-being expenses (US employees).

• Full coverage of health insurance premiums by the company with both national and international coverage (LATAM employees).

• Propelus Flex Club offering a flexible benefits platform with monthly points and exclusive discounts (LATAM employees).

• Company-sponsored life insurance policy (LATAM employees).

• Discounted beneficiary coverage (LATAM employees).