Support Associate

Shockbyte; Municipio de Rincón de los Sauces; Remote; ARS 73,793,000 - 110,689,000; Full time

Benefits offered by this job

Fully remote role

Flexible scheduling

Onboarding/training

Growth opportunities

Supportive team culture

Job summary

Prometeo Talent partners with a fast-growing SaaS company to recruit a Customer Support Representative for a 100% remote role supporting contractors and clients in the construction permitting space. This position emphasizes problem-solving, independent judgment, and proactive communication to keep projects moving.

The role focuses on handling permit filings, account management, and platform usage with a strong emphasis on customer satisfaction and attention to process details.

Qualifications

• Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.
• Full fluency in English, both spoken and written.
• Proficiency in Microsoft Excel and confidence working with spreadsheets.

Responsibilities

• Answer inbound customer calls professionally and promptly.
• Resolve questions on account setup, billing, and platform usage.
• Use critical thinking to determine best resolution when cases fall outside standard processes.
• Take ownership of customer issues through resolution, escalating when necessary.
• Follow up with customers by phone or email to confirm resolution.

Skills

Customer service

Phone-based support

English fluency

Written English

Problem solving

Tools

GoHighLevel

HubSpot

Job description

Customer Support Representative | SaaS Industry | 100% remote

Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We excel in connecting companies with exceptional technology and engineering professionals.

We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. They serve 5,000+ licensed contractors across Florida, Ohio, and Michigan, and are looking for a key team member in Latin America to be the first point of contact for their customers and help keep their projects moving.

What We're Looking For

We're seeking a Customer Support Representative who is friendly, reliable, and professional, and who enjoys solving problems rather than just following scripts.

This is a primarily phone-based role where you'll assist contractors with permit filings, account management, and platform usage. The company values people who understand the reasoning behind processes, use independent judgment when situations don't fit the standard playbook, and take ownership of finding the best solution.

Key Responsibilities

• Answer inbound customer calls in a professional, courteous, and timely manner.

• Resolve questions related to permit status, document uploads, account setup, and billing.

• Use critical thinking to determine the best resolution when situations fall outside existing processes.

• Take ownership of customer issues through resolution, escalating when necessary.

• Follow up with customers via phone or email to confirm issues are resolved.

Documentation & Platform Knowledge

• Log all interactions accurately in the CRM system.

• Maintain a thorough working knowledge of the platform and permitting workflows, including the reasoning behind key processes.

• Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets as part of daily work.

Performance & Continuous Improvement

• Meet or exceed individual performance metrics including call volume, first-call resolution, and customer satisfaction scores.

• Identify recurring issues, inefficiencies, and improvement opportunities.

• Communicate insights and suggestions to the product and operations teams.

Requirements

• Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.

• Full fluency in English, both spoken and written.

• Proficiency in Microsoft Excel and confidence working with spreadsheets.

Equipment & Technical Requirements

• Reliable high-speed internet connection suitable for full-time remote work and video calls.

• Reliable laptop capable of running multiple browser-based applications at once (desktop computers are not accepted).

• Working webcam for meetings and training.

• Quiet, professional, and distraction-free home workspace.

Preferred Qualifications

• Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.

• Experience identifying process improvements or contributing to operational improvements in a previous role.

What We Offer

• Competitive full-time compensation based on experience.

• Fully remote role with flexible scheduling options.

• Structured onboarding and ongoing product training.

• A supportive team culture where ideas and initiative are encouraged.

• Clear opportunities for growth within the company.