Product Support Analyst LATAM

Randstad (Schweiz) AG; Ciudad de México; A distancia; MXN 300,000 - 500,000; Jornada completa

Descripción de la vacante

A growing startup seeks a Customer Support Representative to deliver exceptional service and assist customers with software issues. You will be responsible for troubleshooting, documentation, and ensuring customer satisfaction while working in a dynamic environment. Ideal candidates will have support experience in SaaS and excellent communication skills.

Formación

• Experience in Support roles in SaaS/CRM/Software solutions preferred.
• Fluent in English; additional languages are a plus.
• Proven analytical and problem-solving capabilities.

Responsabilidades

• Troubleshoot customer issues, providing resolutions via chat, video, or email.
• Document details and follow up on customer inquiries.
• Collaborate cross-functionally to enhance customer experience.

Conocimientos

Analytical skills

Problem-solving

Communication

Writing

Proactivity

Herramientas

Jira

Intercom

Descripción del empleo

We're looking for passionate and driven individuals to challenge the status quo and deliver a phenomenal customer service experience. You are a highly accountable self-starter with out-of-the-box thinking, excited about working in a fast-paced, constantly evolving startup environment in a key customer-facing role.

The Role

A Customer Support Representative (CSE) is the first point of contact for our customers when they are reporting issues or need assistance navigating through our software. This role focuses on providing world-class service to our diverse customer base worldwide and resolving their issues through chat, video, and email support. Additionally, you'll be responsible for creating high-quality end-user documentation regarding Talkpush's features. You will address and resolve customers’ technical difficulties and product usage inquiries and provide consultative support and recommendations to help our customers be successful with their use of Talkpush.

Responsibilities

• Troubleshoot customer issues and make recommendations for resolution, or explain products and services best suited to the customer's needs.
• Successfully resolve complex customer inquiries via chat, video, or email, using the available customer support tools and personal product knowledge.
• Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and adapting to the needs of the support queue & service levels.
• Root Cause Analysis (replication & bug finding).
• Address and escalate technical concerns; recreate site and tool issues as necessary.
• Collaborate cross-functionally to identify, specify, develop, and deploy operational changes to improve the customer experience.
• Accurately document the details of requests or issues raised by users.
• Monitor tickets assigned to Engineering and provide necessary action to ensure fast closure.
• Follow-up with customers to collect additional information or required files for issue replication & testing.
• Provide/Share product feedback & suggestions generated from customer discussions with the Product team.
• Create quality articles and content to describe CRM features and their use cases.
• Follow-up with customers post-issue resolution to deliver an even better customer experience.
• Achieve the targets set based on the standard KPI.
• Performs other duties as assigned.

Qualifications:

• Previous Support roles in SaaS / CRM / Software solutions preferred.
• Fluent in English (a third language is always welcomed!).
• Excellent communication skills via different mediums, i.e., telephone, email, chat, and in-person.
• Superb writing skills.
• Ability to effectively manage issue prioritization.
• Ability to work remotely and collaborate with other team members in ensuring round-the-clock support coverage.
• Proven analytical and problem-solving capabilities.
• Maintains and improves the self-knowledge of Talkpush products.
• Always proactive and taking the initiative.
• Knowledge in Jira and Intercom.