Customer Support Representative

JOB APPLICATION FORM

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Customer Support Representative

Available for the following offices: Latin America, Remote

Are you eager to join a renowned IT development firm?

Look no further! We are currently seeking a proactive and customer-oriented Customer Support Representative to join our team. In this remote, full-time role, you will play a key role in delivering exceptional service to our clients.

As a Customer Support Representative, you will be the primary point of contact for our customers, with a special focus on providing extended coverage for our West Coast clients, including a new customer in Hawaii. You will be responsible for delivering top-tier support, managing client inquiries, and ensuring a smooth, seamless experience across our products and services.

Our products are cloud-based systems designed to streamline daily operations for dealerships in industries such as heavy equipment, forklifts, trailers, and trucks.

What You’ll Do

Respond to customer inquiries via phone, email, and web portal with a focus on providing high-quality support.
Documenting all correspondence, research, internal inquiries, and pertinent information in our ticketing system for our clients.
Provide dedicated support coverage until 8:00 PM Houston Time (CST) to accommodate our Hawaii-based client.
Communicating efficiently with other staff as needed.
Document all communications, research, and actions in our ticketing system.
Engaging team members for assistance and escalating to management when necessary.
Utilizing internal systems to further education as well as attempting to replicate the software behavior that the customer may experience.
Educate customers on the scope of our support and training resources to ensure satisfaction.
Optional: Offer translation support (English/Spanish) for written and verbal communication (a plus but not required).

What You Have

3+ years of experience in customer support or a related field, preferably in the software industry.
Strong phone contact handling skills and active listening abilities.
Excellent communication and presentation skills.
Ability to multitask, prioritize, and manage time effectively.
Experience in business analysis of software products is a plus
Familiarity with Zoho Helpdesk, Slack, Gmail, TeamViewer, and MS Remote Desktop.
Familiarity with ticketing systems and customer support software.
Experience working with SQL SSMS is a plus.
Patience, empathy, and a genuinely customer-oriented attitude.
Technical proficiency and ability to learn new software and systems.
Fluent in Spanish and English, both written and spoken (Spanish is a plus but not mandatory)

What You’ll Gain

Full-time, remote position in a quickly growing company.
Competitive salary with regular revisions.
Health Care Expense Sponsorship
Fitness Program Sponsorship
Fifteen (15) paid-off days per year
In-house IT and English training and certifications.
Flexible work environment.
An international team with opportunities to work abroad.

Who We Are

WebCreek is a provider of world-class software development teams and technical staff augmentation. We serve many Fortune 500 companies and other leading organizations. We have operations in more than 20 countries and over 29 years of experience delivering top-notch digital solutions to the companies that power our world.

WebCreek is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, nationality, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Find out more about our job opportunities: https://careers.webcreek.com/