Customer Service/Technical Support Representative | Colombia

4 weeks ago

Cambridge, United States Peak Support LLC Full time
Job DescriptionJob DescriptionDescription:

Join Peak Support: Where Passion Meets Purpose


At Peak Support, we're not just another outsourcing company—we're a dynamic, fast-growing team that values integrity, respect, excellence, collaboration, and compassion. As a Great Place to Work-Certified™ company with the best Glassdoor rating in the business process outsourcing (BPO) industry, we're committed to creating an exceptional employee experience. If you share our values and are passionate about delivering outstanding customer service, we want to hear from you

We offer:

  • Competitive compensation and excellent benefits.
  • Comprehensive training and development programs.
  • A fun, inclusive workplace culture.
  • Opportunities for personal and professional growth.


Ready to take the next step in your career? Join the Peak Support team and discover why we're the top-rated employer in our industry.


Apply now and let's start our journey together


We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service/Technical Support Agent. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for providing exceptional customer service. In this role, you will be responsible for assisting customers with software-related inquiries, troubleshooting technical issues, and providing timely resolutions to ensure customer satisfaction.


What you’ll do:

  • Provide first-class customer service and technical support to clients via email, and chat channels.
  • Troubleshoot and resolve technical issues reported by customers, escalating complex issues to the appropriate teams when necessary.
  • Document customer interactions, technical solutions, and troubleshooting steps in the ticketing system.
  • Collaborate with internal teams to resolve customer issues and improve product functionality.
  • Educate customers on software features, functionalities, and best practices to maximize their usage and satisfaction.
  • Continuously update knowledge of product updates, new features, and technical advancements to better assist customers.
  • Follow established protocols and procedures for handling customer inquiries, ensuring adherence to service level agreements (SLAs) and quality standards.


We’re looking for individuals who:

  • Possess a track record of at least 2 years of success in BPO customer service or technical support roles, ideally with experience supporting E-Commerce accounts.
  • Demonstrate outstanding communication skills, both verbal and written, enabling clear and concise explanation of technical concepts to non-technical users.
  • Exhibit strong problem-solving abilities, capable of methodically troubleshooting technical issues to resolution.
  • Embrace a customer-focused mindset, driven by a passion for delivering exceptional service and consistently exceeding customer expectations.
  • Display the ability to thrive in a fast-paced environment, balancing independent work with collaborative efforts to manage multiple customer inquiries effectively.
  • Are adaptable and willing to work flexible shifts, including weekends, to ensure round-the-clock availability for customer support needs.
Requirements:


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