Customer Support Representative LATAM

JoVE; Argentina; Presencial; ARS 27.178.000 - 45.297.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Global teams

Promotion from within

Descripción de la vacante

JoVE is seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and guide clients through any technical issue they might encounter.

If you are an energetic self-starter with a basic technical background and excellent communication skills, we want to talk to you. This role demands a flexible schedule and strong problem-solving abilities.

Formación

• Bachelor’s degree and 2+ years in customer support, ideally for a digital platform.
• Proficient with ticketing tools (Zendesk, Jira, Salesforce) and fluent English communication.
• Clear ability to explain technical issues to non-technical customers and to analyze problems.
• Willingness to work a flexible, 24/7 schedule as part of a global support team.

Responsabilidades

• Handle a large volume of incoming tickets and provide timely, accurate responses.
• Troubleshoot product issues and guide customers through solutions.
• Triage requests to appropriate teams and maintain records of interactions.
• Build relationships with customers and ensure follow-up until resolution.

Conocimientos

Customer support experience

English communication

Analytical ability

Attention to detail

Flexible scheduling

Technical/diagnostic ability

Educación

Bachelor's degree

Herramientas

Zendesk

Jira

Salesforce

Descripción del empleo

JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

Location: anywhere in LATAM

Please submit your resume in English.

The Role

We are seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter problem solver with a basic technical background and excellent communication skills, we want to talk to you.

Responsibilities

• Manage large amounts of incoming tickets.
• Provide support to answer inquiries on products.
• Accept and handle technical requests.
• Triage tickets to the other teams.
• Follow communication procedures, guidelines and policies.
• Provide accurate, valid and complete information by using the right methods/tools.
• Build sustainable relationships and trust with customers through open communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Take the extra mile to engage customers.
• Perform other specific duties or assignments as directed by Team Manager.

Requirements

• A Bachelor’s degree 2+ years of demonstrable experience in customer support roles, ideally supporting users of a digital platform.
• Proficient with ticketing tools ( Zendesk, Jira, Salesforce).
• Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English.
• Ability to communicate with both technical and non-technical personnel in a clear and easy fashion.
• Basic understanding of KPIs and Metrics.
• Attention to detail is key to this position.
• Must be able to accommodate flexible work schedules based on business needs.
• Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
• Willingness to work in a 24/7 operational environment, five days per week, with flexibility to work weekends as part of the regular schedule.

Benefits

• A competitive compensation package.
• You will make a direct impact in accelerating science research and education.
• Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
• Our strong promotion from within culture draws a clear path to advance your career with us