Representante de Soporte al Cliente - Nivel Avanzado

Placements24; Acapulco; Hybrid; MXN 201,000 - 312,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

Professional development

Hybrid work model

Job summary

WhatJobs Direct is seeking a highly skilled Representante de Soporte al Cliente in Acapulco, Guerrero. The role focuses on handling complex inquiries, troubleshooting technical issues, and delivering expert customer service to ensure satisfaction and loyalty.

The ideal candidate brings 3+ years in advanced support, fluent Spanish, and strong CRM proficiency. This position offers a hybrid work setup in Acapulco with competitive benefits and professional growth opportunities.

Qualifications

• Minimum 3 years of advanced technical or customer support experience.
• Excellent verbal and written communication skills in Spanish.
• Proficient with CRM software and ticketing systems.
• Ability to work in a team and independently.

Responsibilities

• Handle advanced customer support inquiries via phone, email, and chat.
• Diagnose and resolve complex technical issues with timely solutions.
• Document interactions and resolutions in the CRM with accuracy.
• Escalate unresolved issues to senior teams with detailed reports.
• Collaborate with internal teams on product issues and improvements.
• Mentor junior representatives when needed.

Skills

Customer support

Troubleshooting

Spanish proficiency

Communication skills

Education

Associate degree

Bachelor's degree

Tools

CRM software

Job description

About the Role

Our client, WhatJobs Direct, is seeking a highly skilled and experienced Representante de Soporte al Cliente to join their team in Acapulco, Guerrero . This advanced role requires individuals adept at handling complex customer inquiries, troubleshooting technical issues, and providing comprehensive solutions. You will be a key player in ensuring customer satisfaction and fostering loyalty through expert support. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a thorough understanding of customer service best practices, preferably within a technical context. This position offers a challenging and rewarding career opportunity within a reputable organization. We are looking for a proactive and detail-oriented individual committed to delivering outstanding service. Join a team that values expertise and contributes to a positive customer experience.

Key Responsibilities

Handle advanced customer support inquiries and complex technical issues via phone, email, and chat. Diagnose and resolve problems efficiently, ensuring customer satisfaction. Provide detailed product information and guidance to customers. Document all customer interactions, technical issues, and resolutions accurately in the CRM. Escalate unresolved issues to senior management or specialized technical teams with detailed reports. Contribute to the development of knowledge base articles and troubleshooting guides. Mentor and assist junior customer support representatives when needed. Stay current with product updates and industry trends to provide accurate support. Collaborate with internal teams to identify and address potential product issues. Maintain a high standard of professionalism and customer care.

Requirements

Minimum 3 years of experience in advanced customer support or technical support roles. Proven ability to troubleshoot complex technical problems. Excellent verbal and written communication skills in Spanish. Strong analytical and problem-solving skills. Proficiency in CRM software and help desk ticketing systems. Ability to work effectively in a team and independently. Associate's or Bachelor's degree in a related field is preferred. Customer-centric approach with a dedication to service excellence. Must be able to work from our office in Acapulco, Guerrero , with potential hybrid flexibility. Adaptability and willingness to learn new technologies and processes.

Benefits

Our client offers a competitive salary, comprehensive health insurance, paid vacation, and opportunities for professional development and career advancement. This hybrid role provides a flexible working arrangement in Acapulco, Guerrero . Employees benefit from a supportive team environment and access to training resources designed to enhance skills. Additional perks may include performance bonuses and employee wellness programs. Join a company that values its employees and invests in their growth and long-term success, providing a stable and fulfilling career path.