Customer Support Analyst

Your Responsibilities

• Assist customers via email, chat, phone, and in person with courtesy and efficiency.

• Investigate, record, and resolve questions, requests, and technical or operational issues.

• Use Salesforce and other digital platforms to document and monitor customer service interactions.

• Use Microsoft 365 tools (Outlook, Excel, Teams, etc.) in daily tasks.

• Ensure compliance with SLAs and track each stage of customer requests.

• Report feedback and opportunities for improvement to internal teams (product, technology, sales).

• Help create and update self-service materials (FAQs, tutorials, articles).

• Welcome customers at the office or service center when necessary, ensuring excellence in human interaction.

Your profile

Requirements:

• Previous experience in customer service or support (both remote and in person).

• Proficiency in using CRM systems, especially Salesforce.

• Familiarity with Microsoft 365 tools (Outlook, Excel, Teams, etc.).

• Excellent verbal and written communication skills, with a professional and empathetic attitude.

• Ability to handle multiple tasks simultaneously.

• Ongoing or completed university degree in Business Administration, Communications, Technology, or related fields.

Nice to Have:

• Experience working in tech companies, SaaS businesses, or startups.

• Intermediate to advanced proficiency in English or Spanish.

• Familiarity with tools such as Notion, Slack, and Google Workspace.

Why us?

• Employment under the CLT model with a market-competitive salary.

• Meal or food voucher.

• Transportation allowance.

• Medical and dental insurance.

• Day off on your birthday.

• A collaborative environment focused on learning and development.

• Flexibility for a hybrid work model (to be agreed upon).