Trainer / Experiencia Retail

Marco; Xico; Remote; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Salario competitivo

Remoto total

Seguro médico

Desarrollo profesional

Job summary

Marco ofrece una oportunidad para un Especialista Remoto en Experiencia del Cliente, trabajando desde cualquier lugar de México en un equipo tecnológico global.

Proporcionarás soporte por chat, email y videoconferencia, resolverás incidencias técnicas y educarás a los clientes sobre características y actualizaciones de productos. Se valora la proactividad y la capacidad para trabajar de forma independiente.

Qualifications

• Experiencia previa en soporte remoto o éxito del cliente.
• Excelentes habilidades de comunicación en español; inglés es un plus.
• Aptitud técnica y capacidad para aprender rápido.
• Trabajar de forma independiente desde casa.

Responsibilities

• Proporcionar soporte al cliente vía chat, correo y videoconferencia.
• Solucionar incidencias técnicas y guiar a los clientes hacia soluciones.
• Educar a los clientes sobre funciones, actualizaciones y buenas prácticas.
• Recoger feedback para mejoras de producto y servicio.
• Colaborar con equipos de producto, ingeniería y ventas para un viaje del cliente cohesionado.
• Desarrollar y mantener artículos de la base de conocimiento y guías de usuario.
• Proactivamente involucrarse con clientes para su éxito y satisfacción.
• Gestionar escalaciones de clientes y asegurar su resolución oportuna.

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a cutting-edge technology firm, is seeking a highly motivated and proactive Especialista Remoto en Experiencia del Cliente to join their fully remote workforce. This role is central to our client's commitment to delivering outstanding customer support and fostering positive client relationships globally. You will engage with customers through various digital channels, providing timely assistance, technical support, and ensuring their experience with our products is exceptional. The ideal candidate is a self-starter, possesses superb communication skills, thrives in a virtual environment, and has a passion for technology and customer satisfaction. This is a unique opportunity to work from anywhere in Mexico for a company that values innovation, collaboration, and employee well-being.

Key Responsibilities

• Provide comprehensive customer support via chat, email, and video conferencing.
• Troubleshoot technical issues and guide customers through solutions effectively.
• Educate customers on product features, updates, and best practices for optimal usage.
• Gather customer feedback to identify areas for product and service enhancement.
• Collaborate with product, engineering, and sales teams to ensure a cohesive customer journey.
• Develop and maintain knowledge base articles and user guides for self-service support.
• Proactively engage with customers to ensure their success and satisfaction.
• Manage customer escalations and ensure timely resolution.

Requirements

• Proven experience in a remote customer support or customer success role.
• Excellent written and verbal communication skills in Spanish. Proficiency in English is a strong asset.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Demonstrated ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• A passion for customer advocacy and problem-solving.
• High school diploma or equivalent; Bachelor's degree preferred.
• Must have a reliable high-speed internet connection and a dedicated, quiet workspace.
• Experience with CRM software and helpdesk ticketing systems.

Benefits

• Competitive annual salary of .
• Fully remote position allowing you to work from anywhere in Mexico.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional growth and career advancement in a fast-paced tech environment.
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