SaaS Customer Support Consultant
New
S
SupportYourAppSaaS Customer Support
Rio de Janeiro, State of Rio de Janeiro, Brazil. Cali, Valle del Cauca, Colombia. Mendoza, Capital Department, Argentina. Lima, Callao Region, Peru. Mexico City, Mexico City, Mexico. Santiago, Santiago Metropolitan Region, Chile, Monday–Friday, from 9:00 PM to 05:00 AM, (EDT/GMT-4)ContractMiddle
Salary not disclosed
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Job Details
- Languages
- English (C2 for both spoken and written)
- Required Skills
- Stakeholder managementZendeskTroubleshootingTechnical supportCRM
Requirements
- Excellent English skills (C2 for both spoken and written).
- Previous experience in a customer support role within a SaaS, software or technical environment.
- Experience using ticketing systems such as Zendesk or similar support platforms.
- Strong troubleshooting and problem-solving skills.
- Ability to communicate clearly, professionally and empathetically with customers.
- Strong stakeholder management skills, with the ability to work effectively across teams.
- Personal laptop or computer (at least 8Gb of RAM).
- Stable internet connection (minimum 50 Mbps download and 40 Mbps upload).
- Commitment to delivering high-quality customer service.
Responsibilities
- Deliver outstanding customer support via emails and calls.
- Diagnose, troubleshoot and triage customer-reported issues, driving investigations through to resolution or appropriate escalation.
- Respond to customer inquiries and provide clear, timely solutions, with a strong focus on resolving common Tier 1 support requests.
- Manage open support cases, ensuring unresolved issues are actively tracked and updated.
- Escalate complex or high-priority issues to the appropriate team when needed.
- Proactively communicate status updates to customers and internal stakeholders.
- Document troubleshooting steps, root causes, resolutions and customer feedback to support knowledge sharing.
- Collaborate with Product, Engineering, and Customer Success teams to investigate complex issues.
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