Customer Service Specialist
Ottimate
full-time
Posted on:
Location Type: Hybrid
Location: Guadalajara • 🇲🇽 Mexico
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Provide prompt and courteous responses to general customer inquiries in alignment with our current customer service level agreements (SLAs).
- Collaborate with team members within the Support or Customer Success groups to address customer inquiries and issues.
- Actively participate in team meetings and training sessions to stay informed about product updates and improvements.
- Assist the Scaled Customer Success Managers in preparing data and presentations related to annual renewal proposals as well as quarterly business reviews.
- Respond to and resolve customer inquiries regarding their account.
- Collaborate with experts in specific areas to address complex customer issues.
- Escalate issues to leadership as necessary to ensure a high level of customer satisfaction.
Requirements
- Previous experience in a customer-facing role is preferred.
- Basic understanding of technical support concepts and troubleshooting techniques.
- Strong communication skills with the ability to convey technical information in a clear and concise manner.
- Collaborative mindset and willingness to seek assistance and guidance when needed.
- Familiarity with Jira, Freshdesk, Salesforce, Maxio or similar systems is a plus.
- Familiarity with Accounting terminology is a plus.
- Familiarity with ERP Integrations is a plus.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshooting techniquesdata preparationpresentation skills
Soft skills
communication skillscollaborative mindsetcustomer serviceproblem-solvingcustomer satisfaction