Desktop Support Specialist
LatamCent
MacOSServiceNow
Customer Experience Lead
Nacre Capital
full-time
Posted on:
Location: 🇦🇷 Argentina
Visit company websiteJob Level
Senior
About the role
- Oversee and optimize customer support operations across email, phone, and live chat.
- Ensure users receive timely, accurate, and personalized support.
- Manage Zendesk workflows, automations, macros, user roles, permissions, and dashboards as primary Zendesk administrator.
- Oversee ticket management, track key metrics, and generate insights through Zendesk reporting to improve processes and performance.
- Create, maintain, and update Help Center documentation to provide clear and accurate guidance for users.
- Mentor and support team members, providing guidance, training, and best practices in customer service and Zendesk usage.
- Collaborate with cross-functional teams and work directly with the Head of Customer Service to optimize workflows and enhance the overall customer experience.
- Lead special support projects and initiatives to improve service efficiency and user satisfaction.
- Maintain up-to-date knowledge of the EverWatch watch platform to provide accurate guidance to users.
- Troubleshoot complex customer issues, providing thoughtful and proactive solutions.
Requirements
- Enthusiasm for Watches and Art.
- Extensive Zendesk experience, including advanced admin capabilities (workflows, permissions, dashboards, reporting).
- Zendesk and CRM administration skills.
- Proven experience leading or mentoring a customer support team.
- Experience creating and maintaining Help Center or knowledge base content.
- Strong written and verbal communication skills in English.
- Exceptional problem-solving, organizational, and multitasking skills.
- Reliable PC and high-speed internet connection.
- Ability to work a flexible schedule.
- Quick learner with the confidence to ask questions and implement improvements.
- Professional, empathetic, and customer-focused mindset.
- Commitment to a long-term position and alignment with company values.
