Customer Support Specialist
Core
Providing responsive and proactive technical support to customers via email and chat, troubleshooting issues, and analyzing product malfunctions.
Role type
Customer Support Specialist
Builds
Customer satisfaction and product adoption
Domain
Payments and Finance
Deliverable
client delivery
Required skills
Technical troubleshooting, Case/ticket management systems, Fluent Spanish, Fluent English, Product analysis, Stakeholder communication
Preferred skills
Payments or finance industry experience, Help center maintenance, Customer feedback gathering
Responsibilities
Respond to customer queries via email or chat, Troubleshoot technical issues, Analyze and report product malfunctions, Proactively engage with customers to solve issues, Follow up to ensure issue resolution, Identify customer needs and guide feature usage, Share feature requests and workarounds with the team, Gather and share customer feedback with Product, Sales, and Marketing teams, Update internal databases with technical issue information, Collaborate with Product team on help center articles, Manage physical cards' delivery tracking system, Coordinate with Customer Success Specialists and Implementation Managers on activation and retention
Seniority
Mid-level, hands-on IC