Customer Support Specialist
hace 3 días
About the Role
- Investigate, troubleshoot, and resolve customer issues across multiple channels including ticketing and social media.
- Communicate effectively and empathetically with internal and external stakeholders.
- Be the escalation point for complex user issues and work with product and engineering teams to resolve bugs and incidents.
- Collaborate with our BPO partners to resolve support incidents, escalations, and ensure their work meets quality standards.
- Proactively drive impactful changes across workflows, policies, and tools by partnering with external support teams and cross-departmental teams.
Requirements:
- Spanish and English proficiency is required.
- 5+ years of relevant support analyst experience for a technology company, start-up, blockchain, crypto or similar industry.
- Excellent written and verbal communication skills.
- Experience working with Zendesk, Salesforce, or another similar CRM platform.
- Organizational skills and the ability to track multiple projects.
- Basic Excel/Sheets skills required.
- The ability to wear multiple hats and work in a fast-paced and changing environment.
- Ability to work 5 days a week in the office.
- Weekend availability required, along with flexibility to accommodate changing shift schedules.
- Flexibility to travel up to 15% of the time.
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