11 mar
Omnipresent
Bogotá
Why? With so many companies transitioning to remote work, what we offer is more relevant than ever. We need great people who can hit the ground running and provide great front line support to our customers.
What? You'll be joining a well-oiled machine and serving as the first point of contact for inbound conversations. You'll assist where you can and escalate tickets to subject matter experts (SMEs) when needed.
We have a lot of customers and customer employees that require a great customer journey, of which Support is key to delivering. Who? You have an incredible drive, are task oriented, and are naturally curious and independent in your work.
You have the drive and will to own the support queue,
and engage in delivering great support to our customers by thriving to drive one touch resolution. You are empathetic and thrive in a fast paced environment. Your role The Support Specialist will be our front line inbound support for our customers.
In addition to all the usual stuff a front line support rep does in a SaaS startup, you will be: Providing first-level support to customers via email and chat within the Central Standard Time zone (9-5 CST). Working independently on first-level issues. Triaging customer enquiries, differentiating between issues that can be solved with existing documentation and those that require assistance from SMEs.
Recognising issues demanding urgent action and escalating them to support leadership immediately. Getting assistance from the wider support team for issues where documentation isn’t readily available. Promptly handing off tickets requiring more complex investigation to a senior support representative.
Documenting customer service interactions in the ticket management system. Adhering to the defined SLAs on first response timings.
Following best business communication practices and providing precise, correct, and timely responses with a human touch.
Adhering to company security and data protection practices. Documenting and updating processes when required. You’ve done some of these things… Delivered tasks and worked on projects of a limited scope, in collaboration with senior team members.
Followed standard practices and procedures in analyzing situations or data. Built stable working relationships internally. Delicately navigated customer objections and demands.
Used judgment, discretion, and resources to solve a variety of problems of limited scope and complexity. Sought guidance from supervisors and senior peers as needed. Supported customers via chat,
email, or phone.
Demonstrated strong written communication skills in English (an additional language is a plus). Demonstrated compassion and patience. Worked in or closely with an HR team.
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