Customer Support Specialist
M
MarketFully GroupWebsite localization
Argentina or Colombia - 100% Remote, US Eastern Time; covering US business hoursFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Excellent written and spoken English required; spoken and written Spanish is a plus.
- Experience
- 2+ years in a customer or technical support role, handling a high volume of tickets
- Required Skills
- HTMLMicrosoft OfficeTroubleshootingTechnical supportCustomer support
Requirements
- Have 2+ years of experience in a customer or technical support role handling a high volume of tickets.
- Be comfortable using web browsers, Microsoft Office, email platforms, and Salesforce Service Cloud or a similar ticketing system.
- Have a working knowledge of HTML.
- Bring strong analytical and troubleshooting skills, including the ability to resolve website issues for clients.
- Explain technical concepts clearly to different audiences.
- Take a client-focused, consultative approach to support and relationship-building.
- Demonstrate professionalism, autonomy, attention to detail, and empathy.
- Have excellent written and spoken English.
- Be available for full-time, 40-hour-per-week shifts Monday to Friday covering US Eastern Time business hours.
- Be available for the on-call rotation, including evenings, weekends, and public holidays.
Responsibilities
- Manage client requests and reported issues through the ticketing system.
- Triage cases by priority, troubleshoot issues, and route them to the right team for resolution.
- Write clear, detailed reproduction steps in tickets for MotionPoint teams.
- Respond to client emails and phone calls.
- Join bridge calls with client and partner technical teams to troubleshoot issues across organizations and systems.
- Track ticket progress and ensure issues are resolved on time.
- Proactively update clients when timelines change or follow-up is needed.
- Take part in the paid on-call rotation for evenings, weekends, and public holidays once trained.
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