Customer Support Specialist

affinipay1; United States; Remote; USD 42,000 - 56,000; Full time

Benefits offered by this job

Colombian social security

15 days PTO

Paid sick leave

Parental leave (local law)

Official public holidays

Job summary

affinipay1 in the United States is seeking a dedicated customer support specialist to help users of our business software resolve common issues, learn product features, and maintain high satisfaction. You will handle phone, email, and chat inquiries and document interactions in our system to ensure accurate records.

In this role, you will escalate more complex technical problems to the appropriate teams while maintaining professional, calm communication and a collaborative approach with

Qualifications

• Strong written and spoken communication.
• Calm and constructive when customers are frustrated.
• Good time management, attention to detail, interpersonal skills.
• Ability to work collaboratively with daily phone, chat, and email support.
• Professionalism, integrity, and sound judgment.

Responsibilities

• Respond to inbound support calls and customer questions by phone, email, and chat.
• Troubleshoot common product issues and investigate reported problems before escalating complex cases.
• Explain product features and guide customers through using the tools.
• Stay updated with product releases to keep guidance accurate.
• Record each customer interaction in the support tracking system.
• Provide consistent, professional service, including during challenging conversations.

Job description

Role overview

Provide first-line support to customers using business software, helping them resolve common issues and learn product features. The role handles a steady flow of phone, email, and chat inquiries, documents each interaction, and escalates technical problems that need further investigation.

Responsibilities

• Respond to inbound support calls and customer questions submitted by phone, email, and chat.
• Troubleshoot common product issues and investigate reported problems before escalating more complex technical cases.
• Explain product features and guide customers through using the available tools.
• Keep current with product releases so support guidance stays accurate.
• Record each customer interaction in the support tracking system.
• Provide consistent, professional service, including during challenging customer conversations.

Requirements

• Strong written and spoken communication skills, with a clear, friendly, and professional manner.
• Ability to stay calm and constructive when customers are frustrated or situations are difficult.
• Good time management, attention to detail, and interpersonal skills.
• Ability to work collaboratively and handle daily phone, chat, and email support.
• Professionalism, integrity, and sound judgment.

Nice to have

• At least one year of customer service experience or equivalent; a bachelor’s degree is preferred.
• Familiarity with customer support or workplace tools such as CRM, contact‑center, messaging, and office software.

Benefits and work setup

• Benefits listed include Colombian social security coverage, up to 15 days of flexible paid time off, paid sick leave, parental leave in line with local law, and official public holidays.