Support Specialist

• Description:

Shift: 11:00 AM–8:00 PM US Central Time, Monday to Friday, with occasional weekend coverage (alternate days off provided during weeks with weekend shifts).

Salary: s/. 3,500 soles monthly

• Role Overview:

We're looking for a skilled Support Specialist to join our growing team. You'll help customers resolve technical issues with our appraisal software products and services. Your main focus will be providing expert technical support, efficiently troubleshooting problems, and resolving customer inquiries.

• Key Responsibilities:

1. Customer Support: Assist clients via email, live chat, phone, and remote desktop support. Handle inquiries professionally and promptly.
2. Issue Resolution: Understand customer needs and guide them through product features. Work with team members to solve problems efficiently.
3. Prioritization: Handle workload strategically to address critical issues first while maintaining high customer satisfaction.
4. Product Analysis: Test scenarios to identify and document product issues.
5. Escalation Management: Route complex issues to appropriate teams, track progress, and coordinate between clients and internal departments.
6. Feedback Sharing: Gather and relay customer feedback to Product, Customer Success, and Development teams to help improve our services.
7. Ticket Management: Track and document support tickets in Zendesk, ensuring thorough documentation and quick resolution.

• Requirements:

1. Languages: Advanced English
2. Experience: At least two years working with technology in customer support.
3. Technical Skills: Strong software troubleshooting abilities; solid Excel and Word skills.
4. Communication: Excellent English skills in speaking, listening, and writing; strong proactive communication.
5. Problem-Solving: Persistent problem-solving attitude with an analytical, process-driven approach.
6. Interpersonal Skills: Natural empathy, strong integrity, and dedication to outstanding customer service.
7. Adaptability: Willing to work occasional weekends and holidays; flexible availability to cover during team absences.
8. Remote Work: Proven remote work experience; reliable internet and power access (including backup options).

• What Sets you Apart:

1. Customer Handling: Experience with challenging customer situations; ability to document solutions clearly.
2. Training: Background in creating training content and teaching others about processes and technology.
3. Industry Knowledge: Startup experience; familiarity with Commercial Real Estate Appraisal and Valuation.

• Special Requirements:

1. Availability to work across different time zones if required.
2. English CV

All salaries are in Peruvian Soles (PEN)