Customer Support Specialist

hace 2 semanas

Santiago, Metropolitana, Chile Service Rocket A tiempo completo

We are ServiceRocket, a global tech-enabled services company headquartered in the United States. Our purpose is to be the single most reliable partner in the acceleration of your growth.

At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Why Choose Us
  1. A 20+ year tech services expert with numerous solutions and partnerships with industry giants.
  2. Our diverse team lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
  3. An inclusive work environment that supports your professional growth and personal well-being.

The ideal candidate will be a key member of the team responsible for working on customer support inquiries, ensuring prompt and professional resolution while coordinating internal activities as needed.

This role involves providing feedback to the product team about key issues faced by customers, promoting continuous knowledge sharing amongst the team by updating help documentation for common requests.

We seek a friendly, polished communicator interested in solving complex problems and delivering high customer satisfaction through effective communication (via help content and tickets).

The selected candidate must be comfortable with flexible scheduling, supporting customers from 11 am to 8 pm Eastern Time, with holiday and weekend coverage required.

Key Responsibilities
  1. Answer customer questions through our support queue, maintaining a positive customer experience.
  2. Prepare and provide recommended product best practices to customers.
  3. Take ownership of customer-reported issues, tracking them through resolution while adhering to defined service-level agreements (SLAs).
  4. Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds.
  5. Evaluate critical issues, escalating them to the appropriate teams or higher tiers when necessary, maintaining customer communication regarding issue status.
  6. Create best-in-class help content, proactively performing audits for our knowledge base.
  7. Identify process improvements to deliver exceptional customer satisfaction.
  8. Engage in ongoing training to develop technical skills and deepen product knowledge.

To succeed in this role, you will require a Bachelor's degree in a technology subject, strong written and verbal English communication skills, and the ability to effectively communicate technical information to non-technical customers.

Required Skills and Qualifications
  1. Bachelor's degree in a technology subject.
  2. Strong written and verbal English communication skills.
  3. Effective communication skills to convey technical information to non-technical customers.
  4. Ability to manage multiple customer issues simultaneously.
  5. Capacity to work independently and in a team environment.
  6. Availability for work during Eastern Time hours, including weekends and holidays.

We offer a competitive salary of $65,000 - $85,000 per annum, based on location, plus additional benefits such as stock options, health insurance, retirement plan/funds saving, career pathways program, generous monthly fixed allowances, and PTO. The estimated annual compensation range is $75,000 - $110,000.

We are an equal opportunity employer, committed to diversity and inclusion. This position is hybrid/remote but preferential consideration will be given to candidates based locally to our office to better collaborate with our team. Visa assistance/sponsorship or relocation assistance is not provided. We prioritize candidate safety and do not engage in recruiting fraud.

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