Remote Customer Service & Technical Support

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next independent contracting opportunity.

1. Provide exceptional customer service, inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
2. Use judgment within defined practices and procedures.
3. Work directly with other support team members of all levels, as needed.
4. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
5. Be accessible and available to multiple customers.
6. Establish priorities and communicate rationale and time frame clearly to customers.
7. Suggest articles to the knowledge base to promote self-help for our customers.
8. Be readily available with the camera on to assist customers via Zoom video calls and address their questions or concerns.

1. Receive and record incident-related information over the phone, chat, email, and other channels using a variety of tools, techniques, and procedures.
2. Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues.
3. Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to the company's software solution.
4. Work directly with team members to resolve customer issues and request enhancements for our products.
5. Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
6. Participate in the testing of new product releases.
7. Resolve or recommend resolutions to customer problems.
8. Other duties may be assigned and/or modified as business needs change.

1. 1 to 3 years’ experience in Customer Support role.
2. Experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevel.
3. Demonstrated ability to maintain self-control while defusing stressful customer situations.
4. Fluent in English and Spanish - both spoken and written.
5. Demonstrated verbal and written communication skills.
6. Strong technical aptitude and troubleshooting skills.
7. Excellent customer service attitude.
8. The ability to be a team player as well as work independently.
9. Excellent note-taking skills.
10. GoHighLevel CRM experience is good to have.