Costumer Support Especialist

TradeQuo Global; Medellín; Presencial; COP 25.285.000 - 32.509.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional development

Exposure to international clients

Performance-based recognition

Descripción de la vacante

TradeQuo Global in Medellín, Colombia, seeks a proactive Customer Support Specialist to deliver outstanding service across email, chat, and phone. You will resolve inquiries efficiently, document interactions in the CRM, and collaborate with Product, Operations, Sales, and Technical teams to elevate the customer experience.

You will thrive in a fast-paced environment, maintaining high CSAT scores and contributing to knowledge base improvements while supporting international clients with strong

Formación

• 2+ years of experience in Customer Support or related roles.
• Experience supporting international customers is preferred.
• Background in tech, SaaS, FinTech, E-commerce, or BPO is a plus.

Responsabilidades

• Serve as the primary point of contact for customers via email, chat, phone, and other communication channels.
• Respond to customer inquiries professionally and efficiently.
• Troubleshoot and resolve customer issues while maintaining a positive customer experience.
• Escalate complex issues to the appropriate internal teams when necessary.
• Accurately document customer interactions using the company's CRM system.
• Follow up with customers to ensure complete issue resolution.
• Meet and exceed established Service Level Agreements (SLAs).
• Maintain high customer satisfaction (CSAT) scores.
• Identify recurring customer issues and recommend process improvements.
• Contribute to maintaining and improving the company's knowledge base.
• Collaborate with Product, Operations, Sales, and Technical teams to enhance the customer experience.

Conocimientos

Customer-focused mindset

Excellent verbal and written comms

Problem-solving skills

Time management

Teamwork and collaboration

Educación

Business Administration

International Business

Marketing

Communications

Information Technology

Herramientas

HubSpot

Intercom

Jira

Slack

Google Workspace

Microsoft Office Suite

Descripción del empleo

Department: Customer Experience / Customer Support

Monthly Salary: USD $700 – $900, depending on experience, English proficiency, and technical background.

Position Summary

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing team. This role is responsible for delivering outstanding customer service by providing timely support, resolving customer inquiries, and ensuring a seamless customer experience across multiple communication channels.

The ideal candidate is an excellent communicator, highly organized, detail-oriented, and passionate about helping customers. This individual should be comfortable working in a fast-paced environment while maintaining high customer satisfaction standards.

Key Responsibilities

• Serve as the primary point of contact for customers via email, chat, phone, and other communication channels.
• Respond to customer inquiries professionally and efficiently.
• Troubleshoot and resolve customer issues while maintaining a positive customer experience.
• Escalate complex issues to the appropriate internal teams when necessary.
• Accurately document customer interactions using the company's CRM system.
• Follow up with customers to ensure complete issue resolution.
• Meet and exceed established Service Level Agreements (SLAs).
• Maintain high customer satisfaction (CSAT) scores.
• Identify recurring customer issues and recommend process improvements.
• Contribute to maintaining and improving the company's knowledge base.
• Collaborate with Product, Operations, Sales, and Technical teams to enhance the customer experience.

Qualifications

Education

• Technical Degree, Technologist, or Bachelor's Degree in:
• Business Administration
• International Business
• Marketing
• Communications
• Information Technology
• Or related fields

Experience

• 2+ years of experience in Customer Support, Customer Service, Customer Experience, or a similar client-facing role.
• Experience supporting international customers is preferred.
• Experience working in technology, SaaS, FinTech, E-commerce, or BPO environments is a plus.

Technical Skills

Experience with one or more of the following tools:

• HubSpot
• Intercom
• Jira
• Slack
• Google Workspace
• Microsoft Office Suite

Language Requirements

• Preferred: C1
• Spanish: Native

Candidates should be able to:

• Communicate fluently with international customers.
• Write professional emails in English.
• Explain technical or operational processes clearly.
• Handle customer complaints with professionalism and empathy.

Core Competencies

• Customer-focused mindset
• Excellent verbal and written communication
• Problem-solving skills
• Strong organizational skills
• Time management
• Teamwork and collaboration
• Critical thinking
• Ability to multitask in a fast-paced environment

Key Performance Indicators (KPIs)

Performance will be measured through:

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• SLA Compliance
• Ticket Quality
• Productivity
• Customer Retention

What We Offer

• Competitive salary aligned with the Colombian market.
• Professional development and career growth opportunities.
• Collaborative and inclusive work environment.
• Opportunity to work with international clients.
• Performance-based recognition and career advancement opportunities.