Telephone Customer Service Agent (Phone Support Specialist)

Role Summary

Are you passionate about helping people and solving problems in an agile way? We are looking for a Phone Support Specialist to join our team. Your main goal will be to guarantee an exceptional experience for our users, providing clear, empathetic and efficient assistance on every call.

If you have excellent communication skills, patience, and are motivated to work solution-oriented, this opportunity is for you!

Contract conditions

100% remote work opportunity

Payment in USD through Ontop

Responsibilities

• Answer incoming calls from clients to resolve doubts, queries or incidents in a timely manner.
• Provide telephone support and guide the user step by step in resolving their requests.
• Detailedly record and document every interaction in our CRM system/ticketing system.
• Follow up on open cases to ensure that the client receives a satisfactory response.
• Collaborate with other internal teams to escalate technical issues or complex requests.

Requirements

Requirements and Desired Profile

• Verifiable previous experience in telephone customer service (ATC), Help Desk or support roles (Call Center).
• Communication skills: Excellent diction, active listening and ability to express yourself clearly.
• Customer orientation: Empathy, patience and high capacity for handling complex situations or difficult clients.
• Self-management and organizational ability to prioritize tasks in dynamic environments.
• Management of IT tools, CRM or support platforms Zendesk, Salesforce, HubSpot.