DocPlanner is hiring a
Support & Customer Care Jr Specialist, United States

Summary

The Support Specialist will handle customer chats to resolve queries and track internal and external tickets. They will also provide technical support, troubleshoot issues related to products, monitor global reports for effective communication, share suggestions for improving response times, maintain and update the knowledge base, ensure process compliance, manage permissions on various platforms, and follow up on assignments in a timely manner. The role requires at least 1 year of experience in tech support via chat and telephone, experience in managing clients through chat, escalation, and troubleshooting, proficiency in using Jira, G Suite, Slack, CRM (Sales Force or HubSpot), and living in Bogota for a hybrid work scheme. Benefits include a basic salary of 2,000,000 COP per month, commission scheme, legal benefits, birthday compensatory day, hybrid work, people pass bonuses, medical coverage after the sixth month, stock options plan, English education benefit, continuous education platforms and discounts with companies.

Requirements

• At least 1 year of experience in tech support via chat and telephone
• Experience in managing clients through chat
• Experience in escalations and troubleshooting
• Proficiency in using Jira, G Suite, Slack
• Proficiency in CRM (Sales Force or HubSpot)
• Living in Bogota for a hybrid work scheme

Responsibilities

• Take chats from our clients to resolve their doubts and requests
• Follow up on internal and external tickets
• Inform developers about product malfunctions
• Provide support via phone, email or other communication channels in a timely and professional manner
• Provide technical assistance and solve problems related to our products to specialists and doctors
• Give timely follow-up on global reports to ensure proper communication
• Share functional requests and effective alternative solutions with the team to improve response times
• Maintain and update the knowledge base with frequent questions, common problems solutions, and best practices
• Ensure compliance with support-related processes
• Assign or withdraw permissions on various platforms in a timely manner

Benefits

• Basic salary of 2,000,000 COP per month
• Commission scheme
• Legal benefits
• Birthday compensatory day
• Hybrid work
• People pass bonuses
• Medical coverage after the sixth month
• Stock options plan
• English education benefit
• Continuous education platforms and discounts with companies