Sur
Sur is a company that provides nearshore talent solutions, helping businesses hire top remote talent from Latin America while saving up to 70% on costs. They offer services to identify, interview, and hire candidates for roles in software engineering, executive assistance, email marketing, customer success, investment, sales development, creative production, and operations. Sur facilitates the hiring process by assisting with offer letters and onboarding, ensuring candidates are a strong professional and cultural fit, and aligning with US time zones. Businesses can leverage Sur's services to enhance their operations with skilled Latin American professionals, benefiting from cost savings and high cultural alignment.
Customer Support Specialist
February 12
Sur
Sur is a company that provides nearshore talent solutions, helping businesses hire top remote talent from Latin America while saving up to 70% on costs. They offer services to identify, interview, and hire candidates for roles in software engineering, executive assistance, email marketing, customer success, investment, sales development, creative production, and operations. Sur facilitates the hiring process by assisting with offer letters and onboarding, ensuring candidates are a strong professional and cultural fit, and aligning with US time zones. Businesses can leverage Sur's services to enhance their operations with skilled Latin American professionals, benefiting from cost savings and high cultural alignment.
📋 Description
• We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. • Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. • Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures. • Respond to customer queries in a timely and accurate way, via phone, email or chat • Identify customer needs and help customers use specific features • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Monitor customer complaints on social media and reach out to provide assistance • Share feature requests and effective workarounds with team members • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are resolved • Gather customer feedback and share with our Product, Sales and Marketing teams • Assist in training junior Customer Support Representatives
🎯 Requirements
• Experience as a Customer Support Specialist or similar CS role • Familiarity with our industry is a plus • Experience using help desk software and remote support tools • Understanding of how CRM systems work • Excellent communication and problem-solving skills • Multi-tasking abilities • Patience when handling tough cases
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