TL;DR

Customer Support Agent (Consumer Products): Handling common help desk queries and ensuring exceptional customer satisfaction with an accent on achieving KPIs and SLAs. Focus on first-contact resolution, proactive advice, and continuous product and service improvement.

Location: Remote from Colombia or within the LATAM time zone. Must be available to work a Tuesday–Saturday day shift in their local time zone.

Company

%hirify_global% is a leading tech company creating and operating innovative consumer products across health, education, and entertainment industries.

What you will do

Address and resolve the most common queries efficiently and effectively.
Work towards achieving and exceeding departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Reduce incoming volume by focusing on first-contact resolution and proactively advising customers.
Identify and escalate issues beyond your scope to appropriate teams.
Gather valuable customer feedback to improve products and services.
Assist in handling billing queries, processing refunds and other billing alerts.

Requirements

Must be located within the LATAM time zone and available for a Tuesday–Saturday day shift.
A friendly demeanor with a passion for providing exceptional customer support.
Excellent communication and interpersonal skills.
Strong problem-solving abilities.
Familiarity with CRM systems and support tools.
Ability to adapt and learn quickly in a fast-paced environment.
English: B2 required.

Culture & Benefits

Embrace the freedom to work from anywhere, promoting a healthy work-life balance.
Enjoy unlimited paid time off to recharge and prioritize your well-being.
Celebrate and relax on national holidays with paid time off.
Benefit from a flexible independent contractor agreement offering autonomy and entrepreneurial opportunities.

Hiring process

Recruiter Screening (40 minutes)
Second Interview (60 minutes)