Customer Support Representative | Saas Industry | 100% Remote

Prometeo Talent; Perímetro Urbano Barranquilla; A distancia; COP 136.745.000 - 195.351.000; Jornada completa

Descripción de la vacante

INGEPSY is seeking a Customer Support Representative for a 100% remote role (Barranquilla, Atlántico, Colombia) to assist construction permitting contractors in a fast-growing SaaS environment. You will handle inbound calls, guide users through permit filings, manage accounts, and use CRM systems.

The role emphasizes problem solving, ownership, and collaboration with product and operations teams. Strong English and Excel skills are required, with a webcam and reliable internet for full-time

Formación

• 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 comfort with spreadsheets.
• Reliable high-speed internet for full-time remote work and video calls.
• Working webcam for meetings and training.
• Experience with GoHighLevel, HubSpot or similar CRM platforms.
• Experience 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.
• 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.
• Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets.
• 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 product and operations teams.

Conocimientos

Customer support

Phone-based work

English fluency

CRM knowledge

Excel

Herramientas

GoHighLevel

HubSpot

CRM platforms

Descripción del empleo

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.

Customer Support Representative | SaaS Industry | 100% remote • Barranquilla, Atlantico, Colombia