Spanish Customer Support Specialist

Summary

Join our team as a Spanish Customer Support Specialist and deliver excellent customer service to our Spanish-speaking clients.

Requirements

• Must possess a valid Colombian passport
• Fluent in Spanish (written and spoken)
• Previous experience in customer support (via phone, chat, or email) is preferred
• Experience with outbound calls for surveys or follow-ups is beneficial
• Familiarity with Freshworks or similar customer support software is a plus
• Ability to manage multiple customer interactions while maintaining high-quality service and accurate documentation
• Strong organizational skills to handle call and email volumes efficiently
• Willingness to work in shifts, including nights, weekends, and holidays, as required

Responsibilities

• Provide customer assistance via chat, email, and phone in Spanish using the Freshworks platform
• Address customer questions related to products, services, and technical concerns, offering timely and accurate solutions
• Keep customers updated on their ongoing support tickets and ensure that issues are resolved efficiently
• Make outbound calls for customer surveys and to update customers on their support cases during quieter periods
• Help customers resolve issues by troubleshooting and escalating problems as necessary
• Maintain a positive and professional approach to every interaction, aiming to exceed customer expectations
• Record all customer interactions and resolutions within the Freshworks system accurately

Preferred Qualifications

• Prior experience in a customer support environment (especially in chat, phone, or email)
• Experience with resolving escalations and handling customer complaints effectively

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning