Responsibilities
- Serve as the primary contact for diagnosing and resolving customer and field staff inquiries about confirmation products using phone, email, or other communication methods.
- Address technical and service-related issues with strong customer service, problem-solving, and analytical skills to ensure customer satisfaction and business success.
- Record all customer interactions, resolution actions, and collect feedback to help improve product and service quality.
- Meet performance targets set by the support department.
- Identify, report, and escalate recurring technical issues for resolution.
- Enhance technical knowledge and customer service abilities while identifying workflow improvements and recommending procedural updates.
- Contribute to or propose knowledge base content for internal and external use.
- Develop support materials for troubleshooting, training, and related needs.
- Stay informed on new product releases, test features, and report defects or issues.
- Encourage customers to use the public help center for self-service support.
- Deliver customer support and technical help via phone, email, or assigned communication platforms.
- Diagnose and fix common user issues in real time, such as navigation or browser compatibility problems.
- Escalate critical, high-priority issues affecting production systems.
- Meet quality and productivity benchmarks while ensuring a smooth customer experience.
- Proactively learn about new product features and updates to support existing users effectively.
Work Arrangement
Hybrid
Other
- Fluent in both written and spoken Spanish and English.
- Eligible to work remotely for up to 8 weeks per year.
- Receive two paid days annually for volunteer activities.
- Granted two company-recognized Mental Health Days off each year.
- Provided access to the Headspace wellness app.
- Eligible for tuition reimbursement programs.
- Included in employee incentive initiatives.
- Given access to resources supporting mental, physical, and financial health.
