Manatal

Customer Support Executive, Spanish & English Speaking

Manatal

full-time

Posted on:

Location Type: Remote

Location: Thailand

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Tech Stack

AWSMacOSServiceNow

About the role

  • Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
  • Owning customer issues and requests from initial report to resolution, collaborating cross-functionally to address each request, and communicating with customers regularly regarding incidents or requests status.
  • Work closely with product or engineering teams to escalate and resolve issues, providing detailed feedback and insights.
  • Provide clear and concise updates to customers regarding the status of their issues, ensuring they are kept informed throughout the resolution process.
  • Log and track all support requests in the CRM and ticketing system, ensuring accurate and detailed documentation of issues and resolutions.
  • Act as a liaison between customers and product teams to provide feedback on product features, usability, and potential areas for improvement.
  • Provide after-hours and on-call support as needed through live chat or impromptu live support requests.
  • Handling customers with a consummately professional attitude.
  • Other tasks assigned by the CEO and Management.

Requirements

  • 2+ years of related Customer Support experience.
  • Spanish Speaking - Must
  • Excellent written and verbal English communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
  • Understanding of common operating systems (Windows, MacOS) and Software applications
  • Basic troubleshooting knowledge about issues related to bugs, web applications, databases, APIs, simple scripts, XML feeds and others is preferred.
  • Familiarity with ticketing platforms - experience with support ticketing systems such as Jira, ServiceNow, Zendesk or similar.
  • Able and comfortable working in the time allocation.
  • Proven leadership skills in both independent and team environments.
  • High energy levels, a high degree of integrity, self-motivation, positive attitude, proactive approach to work, and confidence.
  • Demonstrated success in a B2B sales environment.
  • A degree in Computer Science, Information Technology, or a related field is a plus.
  • Relevant certifications (e.g., ITIL, AWS, etc.) are also a plus.
Benefits
  • Attractive medical healthcare plan
  • Personal development allowance
  • 2 weeks of work from anywhere per year
  • Regular fun team-building activities
  • Company trip
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttroubleshootingweb applicationsdatabasesAPIsXML feedsoperating systemssoftware applicationsticketing systemstechnical issue explanation
Soft Skills
communicationleadershipself-motivationpositive attitudeproactive approachintegrityteamworkindependencecustomer serviceproblem-solving
Certifications
ITILAWS