Catena

Customer Support Specialist

Catena

full-time

Posted on:

Location Type: Remote

Location: Argentina

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About the role

  • Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems.
  • Investigate, troubleshoot, and resolve issues independently when possible.
  • Apply critical thinking to determine whether issues are technical, procedural, or user-driven.
  • Escalate cases to Technical Support or management only when appropriate and with complete context.
  • Accurately document customer interactions, cases, and resolutions in CRM and internal systems.
  • Maintain clear and complete records to ensure operational visibility and continuity.
  • Ensure all cases meet quality and compliance standards.
  • Identify recurring issues, workflow inefficiencies, and knowledge gaps.
  • Provide actionable feedback to improve support processes.
  • Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs.
  • Collaborate with internal teams to resolve customer issues effectively.
  • Support consistent service delivery across departments.
  • Communicate trends or systemic issues to relevant stakeholders.

Requirements

  • Zendesk
  • Salesforce
  • Ticketing systems
  • Google Workspace
  • Help Center or knowledge base tools (Preferred)
  • Internal documentation platforms (Preferred)
  • Google Docs
  • Google Sheets
  • Gmail
  • Slack
  • Order management platforms (Nice-to-Haves)
  • Fulfillment platforms (Nice-to-Haves)
  • Adobe Photoshop (Nice-to-Haves)
  • Adobe Illustrator (Nice-to-Haves)
Benefits
  • Competitive Salary: Based on experience and skills
  • Remote Work: Fully remote—work from anywhere
  • Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
  • Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
  • Generous PTO: In accordance with company policy
  • Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
  • Direct Mentorship: Guidance from international industry experts
  • Learning & Development: Ongoing access to resources for professional growth
  • Global Networking: Connect with professionals worldwide

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
critical thinkingtroubleshootingproblem-solvingcommunicationcollaborationdocumentationfeedback provisionquality assuranceoperational visibilityprocess improvement