Product Support Analyst LATAM

Randstad (Schweiz) AG; Ciudad de México; A distancia; MXN 30,000 - 50,000; Jornada completa

Descripción de la vacante

An innovative firm is seeking a passionate Customer Support Representative to provide world-class service to a diverse customer base. In this dynamic role, you will be the first point of contact for customers, assisting them with navigating software and resolving issues through various communication channels. Your responsibilities will include troubleshooting, documenting customer interactions, and creating informative content about the product features. If you thrive in a fast-paced environment and are eager to contribute to customer success, this opportunity is perfect for you.

Formación

• Previous support experience in SaaS or CRM preferred.
• Fluent in English; third language is a plus.

Responsabilidades

• Troubleshoot customer issues and recommend solutions.
• Create quality articles and content describing CRM features.
• Collaborate to improve customer experience through operational changes.

Conocimientos

Customer Support

Communication Skills

Problem-Solving

SaaS Experience

Analytical Skills

Writing Skills

Fluency in English

Proactive Attitude

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 report 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 create high-quality end-user documentation about Talkpush's features. You will address and resolve customers’ technical difficulties and product inquiries, providing consultative support and recommendations to ensure customer success with Talkpush.

Responsibilities

1. Troubleshoot customer issues and recommend solutions, or explain products and services suited to the customer's needs.
2. Resolve complex customer inquiries via chat, video, or email using support tools and product knowledge.
3. Ensure high customer satisfaction by providing quality resolution within response times and adapting to support queue needs.
4. Perform Root Cause Analysis, including replication and bug finding.
5. Address and escalate technical concerns; recreate site and tool issues as needed.
6. Collaborate cross-functionally to improve the customer experience through operational changes.
7. Document request or issue details accurately.
8. Monitor tickets assigned to Engineering and ensure timely closure.
9. Follow-up with customers for additional information or files necessary for issue testing.
10. Provide product feedback and suggestions from customer discussions to the Product team.
11. Create quality articles and content describing CRM features and use cases.
12. Follow-up post-resolution to enhance customer experience.
13. Meet KPIs and targets set for the role.
14. Perform other duties as assigned.

Qualifications

• Previous support experience in SaaS, CRM, or software solutions preferred.
• Fluent in English; proficiency in a third language is a plus.
• Excellent communication skills across mediums: phone, email, chat, in-person.
• Superb writing skills.
• Effective issue prioritization skills.
• Ability to work remotely and collaborate for 24/7 support coverage.
• Strong analytical and problem-solving skills.
• Maintain and improve knowledge of Talkpush products.
• Proactive and initiative-taking attitude.
• Knowledge of Jira and Intercom tools.