Support Specialist

hace 3 días

Lima, Perú Zento Talent Solutions SAC A tiempo completo

Job description

**Shift**:11-8 pm US CT, M-F, with the occasional weekend _(You will get alternate days off during the week you are covering the weekend shift)_

We are seeking a skilled support specialist to join our growing organization and assist our customers with technical problems when using our products and services. You will be responsible for providing technical product support to our customers by troubleshooting and resolving issues with our products when they arise.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

**Responsibilities**:

- Identify customer needs and help customers use specific features
- Communicating with co-workers to diagnose issues
- Prioritizing your workload to ensure the most critical issues are resolved first.
- Analyze and report product malfunctions (For example, by testing different scenarios)
- Escalate issues to the necessary department, keeping track of any developments and acting as the bridge between the client and the department.
- Share feature requests and effective workarounds with support and product team members
- Gather customer feedback and share with our Product, CS, and Development teams.
- Log and track support tickets within Zendesk’s CRM.

Must haves
- **Partnership**:

- Resilient problem solver - continues to search for the solution
- Empathy
- Min. Two years working with technology programs in a customer support environment
- Intermediate Excel and Word skills
- Experience troubleshooting software.
- **Innovation**:

- Analytical and process-oriented
- Detail Oriented
- Strong English speaking, listening, and writing skills
- **Integrity**:

- Access to consistent Internet and Power - (at home or through a coffee shop, library, etc, in case of a shortage.)
- Experience working successfully remotely from home
- **Passion**:

- Self-Motivated
- Growth mindset - always open to learning and growing
- Self-Disciplined
- **Teamwork**:

- **Excellent and Proven Proactive Communication Skills**(written and verbal)
- Availability to work some weekends and holidays
- Considers what’s best for the team
- Flexible schedule to help cover support during low coverage times due to sickness and vacation

Nice to haves
- Proven experience working with difficult/agitated customers
- Ability to provide documentation for solutions
- Experience creating training videos
- Experience training teammates and/or customers on processes and technology
- Experience working with a startup.
- Understanding of the CRE Appraisal and Valuation Industry

**Salary**: S/3,000 in planilla

Pay: S/.3,000.00 per month

**Language**:

- English (required)

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