Remote Customer Support Specialist for SaaS Permitting

INGEPSY; Bogotá ciudad; A distancia; COP 162.792.000 - 244.188.000; Jornada completa

Descripción de la vacante

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

You’ll answer calls, resolve queries, and log interactions in the CRM while maintaining strong product knowledge. Ideal candidates have 2+ years of phone-based customer service, flawless English, and proficiency with Excel.

Formación

• 2+ years in customer service via phone/call center, 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.

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, 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.

Conocimientos

Customer service

Communication

Problem solving

English fluency

Critical thinking

Ownership

Herramientas

Excel

GoHighLevel

HubSpot

CRM platforms

Descripción del empleo

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

You’ll answer calls, resolve queries, and log interactions in the CRM while maintaining strong product knowledge. Ideal candidates have 2+ years of phone-based customer service, flawless English, and proficiency with Excel.