Digital Support Coordinator – Nights

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

📋 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 issues.

• Triage and classify incoming tickets accordingly.

• Resolve typical Tier 1 issues and escalate more complex or unresolved issues to Levels 2 and 3.

• Assist clients through the troubleshooting and problem-resolution processes.

• Take ownership of issues until they are completely resolved and manage client communication.

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

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

• Participate in and help maintain an internal knowledge base.

• Detect recurring issues and report them to the manager.

• Generate daily production tickets.

• Dispatch daily third-party tracking information.

• Oversee multiple inboxes.

• Carry out additional client-experience-focused tasks assigned by the manager.

⛳️ 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 an equivalent combination of education and work experience.

• Basic familiarity with Zendesk, SQL, KQL, Application Insights, and Databricks is advantageous.

• Prior experience assisting clients in a helpdesk environment is a plus.

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

• Strong troubleshooting and incident resolution abilities.

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

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

• Availability to work 3 consecutive predetermined nights per week, along with every other Saturday as necessary.

• Successful completion of a thorough background check and drug screening as a prerequisite for employment.

🏝️ Benefits

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

• Paid parental leave.

• Eligibility for 401K.

• Tuition reimbursement.

• Eligibility for the Employee Assistance Program / Health Advocate.

• Paid vacation and paid holidays.