Customer Support Specialist (Remote)

Placements24; Chihuahua; Hybrid; MXN 200,000 - 300,000; Full time

Benefits offered by this job

Fully remote work environment

Health, dental, and vision insurance

Generous paid time off

Job summary

Placements24 is seeking a highly motivated Customer Support Specialist to join a globally distributed, fully remote team. You will handle inquiries across email, chat, and phone, troubleshoot issues, and document resolutions in CRM systems.

The role emphasizes customer satisfaction, cross-functional collaboration, and ongoing professional development. The ideal candidate is bilingual in English and Spanish with proven remote work experience, strong communication, and a proactive mindset.

Qualifications

• Proven experience in a customer support or client service role, preferably in a tech environment.
• Excellent verbal and written communication skills in English and Spanish.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency with CRM software (Zendesk, Salesforce) and helpdesk tools.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Self-motivated and disciplined, with a proven ability to work independently in a remote setting.
• Reliable internet connection and a dedicated workspace.
• Experience with remote collaboration tools (Slack, Zoom, Teams).
• Based anywhere in Mexico, with the ability to connect effectively with a US-based team is a plus.

Responsibilities

• Respond to customer inquiries via email, chat, and phone with professionalism and efficiency.
• Diagnose and troubleshoot customer issues, providing clear, concise solutions.
• Document all customer interactions, issues, and resolutions within the CRM.
• Collaborate with cross-functional teams to address complex customer needs and advocate for satisfaction.
• Identify opportunities to improve customer experience and provide feedback to relevant departments.
• Stay up-to-date with product knowledge and company policies to offer accurate support.
• Contribute to building a knowledge base of common issues and solutions.
• Maintain high standards of customer service and meet KPIs.

Skills

Customer support

Bilingual English/Spanish

Tools

Zendesk

Salesforce

Job description

About the Role

Our client is actively seeking a highly motivated and skilled Customer Support Specialist to join their globally distributed team, operating on a fully remote basis. This role is instrumental in providing exceptional support to our diverse customer base, ensuring prompt resolution of inquiries and fostering enduring client relationships. You will be the primary point of contact, embodying our company's commitment to service excellence. This is an outstanding opportunity for a dedicated professional to advance their career within a forward-thinking organization that champions remote work and invests in its employees' professional development. We are looking for individuals who are passionate about helping others and excel in a virtual environment.

Key Responsibilities

• Respond to customer inquiries via various channels including email, chat, and phone with professionalism and efficiency.
• Diagnose and troubleshoot customer issues, providing clear, concise, and effective solutions.
• Document all customer interactions, issues, and resolutions meticulously within the CRM system.
• Collaborate with cross-functional teams to address complex customer needs and advocate for customer satisfaction.
• Proactively identify opportunities to improve customer experience and provide feedback to relevant departments.
• Stay up-to-date with product knowledge and company policies to offer accurate and helpful support.
• Contribute to building a knowledge base of common issues and solutions.
• Maintain high standards of customer service and meet key performance indicators.

Requirements

• Proven experience in a customer support or client service role, preferably in a tech environment.
• Excellent verbal and written communication skills in English and Spanish.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk tools.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Self-motivated and disciplined, with a proven ability to work independently in a remote setting.
• Reliable internet connection and a dedicated workspace.
• Experience with remote collaboration tools (e.g., Slack, Zoom, Teams).
• Based anywhere in Mexico, with the ability to connect effectively with a US-based team is a plus.

Benefits

• Competitive salary package.
• Fully remote work environment offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional growth, training, and career advancement.
• Access to cutting-edge remote work technologies.
• Employee assistance program and wellness resources.