Customer Support Representative
J
JoVEScientific Education
Brazil. Mexico. Argentina. Colombia. Costa Rica. PeruFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Advanced/Professional English
- Experience
- 2+ years
- Required Skills
- Data AnalysisSalesforceJiraZendeskCustomer support
Requirements
- Bachelor’s degree completed.
- 2+ years of demonstrable experience in customer support roles, ideally supporting users of a digital platform.
- Proficient with ticketing tools (Zendesk, Jira, Salesforce).
- Advanced/Professional English proficiency.
- Excellent communication and interpersonal skills, verbal and written, in English.
- Ability to communicate with both technical and non-technical personnel.
- Basic understanding of KPIs and Metrics.
- Attention to detail.
- Technical/diagnostic ability along with analytical ability to diagnose problems.
- Basic mechanical skills.
- Willingness to work in a 24/7 operational environment, five days per week, with flexibility to work weekends.
- Must be able to accommodate flexible work schedules.
Responsibilities
- Manage large amounts of incoming tickets.
- Provide support to answer inquiries on products.
- Accept and handle technical requests.
- Triage tickets to the other teams.
- Follow communication procedures, guidelines and policies.
- Provide accurate, valid and complete information by using the right methods/tools.
- Build sustainable relationships and trust with customers through open communication.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
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