Insightful
Employee Monitoring • Time Tracking • Automated Time Tracking • Time Analysis • Productivity Tracking
Technical Customer Service Specialist - LATAM
December 13
Insightful
Employee Monitoring • Time Tracking • Automated Time Tracking • Time Analysis • Productivity Tracking
Description
• Respond to customer inquiries, ensuring high-quality and professional customer service, following up until resolution. • Handling complex troubleshooting scenarios with professionalism, patience, and understanding via chat or online meetings including screen sharing. • Troubleshoot customer issues, including complex technical problems related to our product, and customers' local environment both independently and in collaboration with our Engineering team. • Document and report issues and resolutions, contributing to our knowledge base and providing insights for continuous product improvement. • Take initiative and identify opportunities for improvement in our customer service processes, providing feedback and suggestions to the team. • Utilize Intercom to maintain efficient and organized customer service operations.
Requirements
• Native-level Spanish language skills • Exceptional English language skills, both written and spoken • Excellent soft skills, including active listening, problem-solving, and empathy • Technical troubleshooting skills, ideally in both cloud and local environments • Proficient understanding of cloud-based platforms and local Windows and Mac environments • Self-driven, able to work independently, and thrive in a fast-paced startup environment • Proactive mindset, ability to be a team player, and to collaborate effectively with diverse teams • Experience with modern customer support tools for tickets and live chat communications • Bonus points: Portuguese language skills.
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