Digital Support Coordinator – Nights

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

📋 Description

• Act as the initial point of contact for incoming support inquiries via email, chat, and phone.

• Respond within a defined SLA timeframe based on the severity of the issue.

• Triage and classify incoming support tickets.

• Resolve common problems within the Tier 1 scope and escalate complex or unresolved issues to Levels 2 and 3.

• Assist clients in troubleshooting and problem-solving processes.

• Oversee the complete resolution process and manage client communications until the issue is resolved.

• Collaborate with third-party vendors to address hardware-related issues.

• Record issues in Zendesk, Workfront, and/or the Internal Issue Log.

• Contribute to and help maintain an internal knowledge base.

• Identify recurring issues and report patterns to management.

• Generate daily production tickets.

• Provide daily tracking information for third-party services.

• Manage multiple email inboxes.

• Carry out additional client-experience-related tasks as assigned by management.

⛳️ Requirements

• Bachelor’s degree in business, marketing, IT, Computer Science, or a related field.

• 3 to 5 years of relevant business experience and/or training, preferably in customer service or technical support, or a comparable combination of education and work experience.

• Basic understanding of Zendesk, SQL, KQL, Application Insights, and Databricks is advantageous.

• Prior experience in a helpdesk environment is a plus.

• Ability to multitask across different support portals and/or dashboards.

• Strong skills in troubleshooting and incident resolution.

• Capability to thrive in a fast-paced and demanding environment.

• Exceptional client-facing communication skills with the ability to convey technical concepts to users.

• Availability to work three consecutive predetermined overnight shifts each week, plus every other Saturday as needed.

• Successful completion of a thorough background check and drug screening.

• Video and/or in-person interviews and identity verification may be required.

🏝️ Benefits

• Health and wellness benefits commencing on the first day of employment.

• Paid parental leave.

• Eligibility for 401K plan.

• Tuition reimbursement options.

• Access to Employee Assistance Program and Health Advocate services.

• Paid vacation time.

• Paid holidays.