Customer Support & Troubleshooting Specialist

Umbrella BPO; Ciudad de México; Presencial; MXN 300.000 - 360.000; Jornada completa

Descripción de la vacante

Umbrella BPO is seeking a Customer Support Specialist to deliver exceptional service to clients while fostering a positive experience. You will support clients via phone, email, chat, and CRM tools, troubleshoot issues, and contribute to knowledge base updates.

The role emphasizes professionalism, strong communication, and the ability to manage multiple tasks. Occasional after-hours may be required to align with client time zones and project deadlines.

Formación

• Professional English fluency.
• 3+ years in customer support, preferably in a BPO.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to handle confidential information with discretion.
• Bachelor's Degree is a nice-to-have.

Responsabilidades

• Provide prompt, professional support via phone, email, chat, or Zendesk.
• Diagnose and resolve technical issues related to BPO processes.
• Identify opportunities to improve support processes.
• Maintain accurate records of customer interactions and resolutions.
• Communicate with clients to understand needs and provide updates.
• Monitor quality and participate in QA initiatives.

Conocimientos

Professional English fluency

Educación

Bachelor's degree (Nice to have)

Descripción del empleo

Umbrella BPO is seeking a Customer Support Specialist to deliver exceptional service to clients while fostering a positive experience. You will support clients via phone, email, chat, and CRM tools, troubleshoot issues, and contribute to knowledge base updates.

The role emphasizes professionalism, strong communication, and the ability to manage multiple tasks. Occasional after-hours may be required to align with client time zones and project deadlines.