REPRESENTANTE DE SERVICIO AL CLIENTE (DESDE CASA)

The Customer Service Agent is the frontline of our relationship with clients. You are expected to resolve issues, guide customers through product questions, and own each interaction from first contact to confirmed resolution. Success is measured by outcomes — whether the customer's problem is genuinely solved and whether they feel supported. -Core Responsibilities Customer Support & Issue Resolution • Respond to customer inquiries via phone, email, and the support portal within defined SLA windows. • Identify and address root causes — not just symptoms — and follow through until the customer confirms resolution. • Classify reported issues (question, bug, or enhancement request) and route them accordingly. • Escalate to management when appropriate, with full context already documented. Product Knowledge & Customer Training • Maintain strong working knowledge of the software suite to confidently guide customers through features. • Conduct customer training sessions and ensure customers can apply what was taught. • Stay current on product updates and release notes; retain and apply knowledge independently. Documentation & Process Compliance • Document all interactions, issues, and resolutions accurately and in real time. • Follow all Customer Service procedures; flag deviations rather than bypassing them. • Provide structured feedback to management on recurring issues and process gaps. Cross-Functional Collaboration • Coordinate with Development, Product, and Sales when customer issues require internal involvement. • Own the follow-up on cross-team issues and keep the customer informed until closure. -Required Skills & Qualifications Education & Experience • High school diploma required; bachelor's degree preferred. • Prior experience in customer service, technical support, or a client-facing role. • Experience with ticketing systems, CRM tools, or help desk software is a plus. Technical Skills • Proficient in Microsoft Office; able to produce clear, well-organized written records. • Quick learner with new software; comfortable working in a technology-focused environment. • Able to navigate and explain software interfaces to users of varying technical backgrounds. Communication & Interpersonal Skills • Excellent written and spoken English; professional and courteous in all communications. • Strong active listening skills; patient and composed under pressure. • Culturally aware; able to work effectively with a diverse customer base. Work Habits & Mindset • Outcome-focused and detail-oriented; proactive in anticipating and documenting what's needed. • Self-directed learner who takes initiative without being prompted. • Flexible schedule to support customers across time zones.