L1 Customer Support Consultant

New

Córdoba, Córdoba Province, Argentina. Antioquia, Colombia. Cape Town, Western Cape, South Africa. Tunis, Tunis Governorate, Tunisia. Alexandria, Alexandria Governorate, Egypt. San José, San José Province, Costa RicaContractJunior

Salary not disclosed

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Job Details

Languages: Fluent English; C1 for both spoken and written
Experience: At least 1 year of experience in a customer support role
Required Skills: Problem SolvingTechnical supportCustomer support

Requirements

Demonstrate C1 English proficiency in both spoken and written communication.
Have at least 1 year of experience in a customer support role.
Have previous customer or technical support experience with SaaS products or platforms, working with B2B and/or B2C clients.
Show experience handling high volumes of tickets, cases, chats, or emails in a fast-paced environment.
Use analytical thinking and problem-solving to investigate complex issues and identify actionable next steps.
Be able to manage multiple projects, competing priorities, and escalated cases under pressure.
Work effectively with colleagues and other departments to coordinate support.
Demonstrate clear, professional communication and a customer-focused approach.
Be adaptable and willing to learn new software, tools, and workflows quickly.
Take a proactive approach to case ownership, follow-up, and resolution.
Have a personal laptop or computer with at least 8 GB of RAM.
Have a stable internet connection with at least 50 Mbps download and 40 Mbps upload.

Responsibilities

Provide customer support across chat, email, and phone.
Own escalated customer tickets from receipt through resolution, following up in a timely manner.
Manage high volumes of customer tickets and cases, prioritizing urgent issues while maintaining accuracy and service quality.
Investigate complex customer problems and break them down into actionable resolution steps.
Track open cases, document troubleshooting and resolution steps, and keep customer records up to date.
Communicate progress to customers and internal stakeholders and ensure issues are resolved.
Collaborate with teammates and cross-functional specialists to investigate issues and coordinate escalations.
Identify customer needs and provide clear, solution-oriented guidance.
Manage competing priorities across multiple projects and adapt to evolving tools, software platforms, and processes.

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