Customer Support Representative | Saas Industry | 100% Remote

Prometeo Talent; Medellín; A distancia; COP 36.000.000 - 54.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Flexible scheduling

Descripción de la vacante

Prometeo Talent is recruiting for a fast-growing SaaS company transforming the construction permitting industry in the U.S. This fully remote Customer Support Representative role focuses on helping contractors with permit filings, account management, and platform usage.

You will answer inbound calls, resolve permit and billing questions, and log interactions in the CRM while maintaining a deep understanding of processes and tooling. English fluency and strong problem-solving are essential.

Formación

• Minimum 2 years of customer service experience, phone-based or call center.
• Fluent English, both spoken and written.
• Proficiency in Microsoft Excel and working with spreadsheets.
• Experience with GoHighLevel, HubSpot or similar CRM platforms.
• Identifying process improvements or contributing to operational improvements.

Responsabilidades

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Resolve questions related to permit status, document uploads, account setup, and billing.
• Log all interactions accurately in the CRM system.
• Maintain knowledge of platform and permitting workflows.
• Meet or exceed performance metrics like call volume and first-call resolution.
• Identify recurring issues and suggest improvements to product and operations teams.

Conocimientos

English fluency

Excel

CRM software

Phone support

Communication skills

Herramientas

GoHighLevel

HubSpot

Descripción del empleo

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.

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.

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.

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.

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

Working webcam for meetings and training.

Quiet, professional, and distraction-free home workspace.

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.