(Fluent English & Spanish) Customer Support Consultant (remote)

SupportYourApp; Lima Metropolitana; Remote; PEN 90,000 - 145,000; Full time

Benefits offered by this job

Fully remote work

International environment

USD compensation

Referral rewards

Job summary

SupportYourApp is seeking a Customer Support Consultant to deliver high-quality service to clients in a global, multilingual environment. You will respond to emails, handle orders, and collaborate with internal teams to resolve issues while ensuring data security and accurate ticketing.

Requirements include at least 1 year in customer support, English and Spanish at C1 level, and experience with Freshdesk. This role offers remote work and USD compensation.

Qualifications

• 1 year of experience in a customer support role.
• Experience working with Freshdesk.
• Experience providing customer support via email and other channels.
• Customer-focused mindset.
• Strong communication in English and Spanish (C1).

Responsibilities

• Provide exceptional customer support via emails.
• Assist customers with order inquiries, cancellations and changes to delivery addresses or quantities.
• Handle requests related to proof of payment, delayed deliveries, invoices, and reimbursements.
• Respond to customer inquiries and provide accurate information regarding products and services.
• Accurately document customer interactions and update tickets in Freshdesk.
• Escalate complex or unresolved issues to the appropriate internal teams when necessary.
• Collaborate with internal teams to ensure timely issue resolution and a positive customer experience.
• Securely work with customers' sensitive information

Skills

English C1

Spanish C1

Customer focus

Analytical thinking

Email support

Tools

Freshdesk

Job description

Who we are?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let's see what it takes.

What You Will Do

• Provide exceptional customer support via emails;
• Assist customers with order-related inquiries, including order cancellations and changes to delivery addresses or quantities;
• Handle requests related to proof of payment, delayed deliveries, order tracking, invoices, and reimbursements;
• Respond to customer inquiries and provide accurate information regarding products and services;
• Accurately document customer interactions and update tickets in Freshdesk;
• Escalate complex or unresolved issues to the appropriate internal teams when necessary;
• Collaborate with internal teams to ensure timely issue resolution and a positive customer experience;
• Securely work with customers' sensitive information

What you need to succeed in this role

• Excellent English and Spanish language skills (at least C1 for both spoken and written communication);
• At least 1 year of experience in a customer support role;
• Experience working with Freshdesk;
• Experience providing customer support via email and other communication channels;
• Customer-focused mindset;
• Strong analytical thinking and research skills;
• Positive, proactive, and responsible attitude;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload)

Will be a great plus

• Previous experience supporting the trucking, transportation, or logistics industry

Benefits

• Fixed schedule: Monday-Friday, 4 AM — 12 PM, EDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also - internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements
• The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.