Especialista en Soporte al Cliente Premium

Placements24; Morelia; Hybrid; MXN 335,000 - 502,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive health benefits

Professional development opportunities

Hybrid work model

Flexible working hours

Job summary

Placements24 is seeking an Especialista en Soporte al Cliente Premium in Morelia, Michoacán to deliver expert technical assistance to high-value clients. You will troubleshoot complex issues, educate clients on features, and collaborate with sales and engineering to resolve core problems while maintaining detailed CRM records.

Ideal candidates are fluent in Spanish, have strong communication skills, and a proactive, customer-first mindset.

Qualifications

• Experience in customer or technical support, preferably premium or high-touch.
• Excellent verbal and written Spanish communication skills.
• Strong analytical and problem-solving abilities.
• Proficient in using CRM software and help desk tools.
• Ability to multitask and manage time effectively in a fast-paced setting.
• Customer-first attitude and passion for delivering exceptional service.
• Experience troubleshooting software or hardware issues.
• Ability to work collaboratively within a team environment.
• Reside in or be willing to relocate to the Morelia, Michoacán area.

Responsibilities

• Provide advanced technical support and troubleshooting for our client's product suite.
• Manage and resolve complex customer inquiries and issues via phone, email, and chat.
• Proactively identify potential customer issues and implement preventative solutions.
• Educate clients on product features and best practices to enhance their experience.
• Collaborate with internal teams (sales, engineering) to elevate and resolve client-specific problems.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Develop and maintain a deep understanding of our client's products and services.
• Contribute to the creation of knowledge base articles and support documentation.
• Ensure timely and accurate follow-up on all customer requests and issues.

Skills

CRM software

Help desk

Premium support

Troubleshooting

Tools

CRM tools

Job description

About the Role

Our client, a leading provider of innovative technological solutions, is seeking a highly motivated and customer-centric Especialista en Soporte al Cliente Premium to join their dynamic team in Morelia, Michoacán . This role is pivotal in ensuring unparalleled customer satisfaction by providing expert technical assistance and resolving complex issues. You will be the primary point of contact for high-value clients, building strong relationships and offering tailored support. The ideal candidate possesses exceptional communication skills, a deep understanding of customer service principles, and a proactive approach to problem-solving. This is an exciting opportunity to contribute to a growing company and make a significant impact on client retention and loyalty.

Key Responsibilities

• Provide advanced technical support and troubleshooting for our client's product suite.
• Manage and resolve complex customer inquiries and issues via phone, email, and chat.
• Proactively identify potential customer issues and implement preventative solutions.
• Educate clients on product features and best practices to enhance their experience.
• Collaborate with internal teams (sales, engineering) to elevate and resolve client-specific problems.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Develop and maintain a deep understanding of our client's products and services.
• Contribute to the creation of knowledge base articles and support documentation.
• Ensure timely and accurate follow-up on all customer requests and issues.

Requirements

• Proven experience in a customer support or technical support role, preferably in a premium or high-touch environment.
• Excellent verbal and written communication skills in Spanish.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software and help desk tools.
• Ability to multitask and manage time effectively in a fast-paced setting.
• A customer-first attitude and a passion for delivering exceptional service.
• Experience with troubleshooting software or hardware issues.
• Ability to work collaboratively within a team environment.
• Reside in or be willing to relocate to the Morelia, Michoacán area.

Benefits

• competitive salary package
• comprehensive health benefits
• opportunities for professional development and career advancement
• a positive and supportive work environment
• and access to the latest technologies.
• Employees also benefit from flexible working hours and a hybrid work model designed to promote work-life balance.