As a Client Services Representative, you'll be responsible for managing customer inquiries through phone and email, providing timely technical assistance and resolving software or hardware challenges. Your role ensures clients receive consistent, high-quality support, fostering trust and satisfaction with every interaction.
What You'll Do
- Deliver remote support for application-related issues, guiding users through solutions via phone and email.
- Diagnose and troubleshoot basic technical problems across iOS and Windows platforms.
- Log and track all customer communications, follow-ups, and escalations accurately in the internal ticketing system.
- Identify urgent cases and prioritize them to maintain service standards and response times.
- Escalate complex technical issues with detailed documentation to enable faster resolution by specialized teams.
- Help improve internal knowledge resources by recording common issues, solutions, and workarounds used in daily support.
Requirements
- Minimum of two years in customer service or technical support, preferably in SaaS or technology environments.
- Proven ability to troubleshoot software and hardware issues in real-world settings.
- Familiarity with iOS and Windows PC systems and their components.
- Experience using ticketing systems to manage and resolve support requests.
- Business-level fluency in both English and Spanish, spoken and written.
- Strong analytical skills with a natural drive to solve problems efficiently.
- Ability to work independently while maintaining clear communication with team members.
- High School diploma or equivalent; higher education or certifications are a plus.
- Demonstrated commitment to delivering excellent customer service as a frontline representative.
Benefits
- Hybrid work model: 3 days onsite at Metro Plaza, 2 days remote (including Sundays).
- Private medical insurance through Humano with supplemental coverage.
- Gym and meal subsidies to support personal well-being and work–life balance.
- Vacation bonus and full compliance with Dominican labor benefits.
- Annual base bonus in addition to competitive salary.
