Customer Support Specialist

2 weeks ago


Santa Ana, California, United States Convera Holdings, LLC. Full time
Job Overview


As a Customer Support Specialist at Convera Holdings, LLC, you will play a crucial role in delivering exceptional service to our clients. Based in our Costa Rica office, your primary responsibility will be to ensure a seamless customer experience from the initial contact through to resolution, addressing any issues that may arise in a timely manner.

This position serves as a vital link between our customers' needs and the services we provide, enabling us to continuously enhance our offerings and exceed expectations.

Key Objectives

- Foster a positive customer experience that enhances the Convera brand.

- Acquire comprehensive knowledge of our product range to offer insightful support and tailored advice to clients.

- Contribute to team and organizational goals by delivering outstanding service to our customers.

Responsibilities

- Provide courteous and professional assistance to customers through various communication channels in a dynamic, high-volume environment.

- Quickly assess and resolve diverse issues on the spot.

- Develop solutions based on limited information and adapt existing methods to address challenges.

- Analyze processes, propose enhancements, track outcomes, and iterate for continuous improvement. Strive for excellence in customer care.

- Aim for first contact resolution while identifying and addressing obstacles to superior service.

- Understand compliance requirements and how Convera's policies support our customers and our responsibilities.

- Participate in projects and assist in business enhancement initiatives.

- Address student inquiries regarding payment statuses and general questions about the Convera portal.

Required Skills and Qualifications

- A minimum of 1 year of relevant experience, complemented by a Bachelor's degree or equivalent professional experience.

- Excellent verbal and written communication skills, with the ability to clearly convey complex information to customers and internal teams.

- Proficiency in English and French is essential.

- A commitment to delivering Best-in-Class Customer Care and acting as a Customer Champion.

- A strong desire to provide an outstanding customer experience.

- Proficient problem-solving and conflict resolution skills.

- Ability to quickly learn and adapt to new technologies and processes.

- Self-motivated with effective time management skills, capable of multitasking and prioritizing to maintain high productivity and quality in a fast-paced environment.


Demonstrate resilience and composure when addressing challenges and recovering from setbacks.

- Proficient in Microsoft applications.


Preferred Skills and Qualifications

- Experience in a customer-facing role with direct responsibility for managing client relationships.

- Familiarity with Microsoft Office tools (Word, Excel, PowerPoint, PowerBi).

- Experience with Salesforce.

- Exceptional attention to detail.

- Ability to communicate in multiple languages is advantageous. Proficiency in English and French is required for this position.

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