Customer Service Representative

TL;DR

Customer Service Representative (Support): Handling high-volume customer inquiries across phone, email, and chat with an accent on first-contact resolution and SLA management. Focus on maintaining high CSAT scores, documenting interactions in CRM systems, and collaborating with internal teams to resolve complex technical issues.

Location: Must be based in Colombia, Costa Rica, Mexico, Brazil, or Argentina. Working hours: U.S. Business Hours.

Company

hirify.global is a service provider focused on delivering high-quality customer support solutions.

What you will do

• Manage 50–100 daily support tickets via phone, live chat, and email.
• Utilize Zendesk, Freshdesk, or Salesforce to track and resolve customer issues.
• Maintain high first-contact resolution rates and meet strict SLA requirements.
• Update internal knowledge bases and create response macros to improve efficiency.
• Collaborate with product and engineering teams to escalate complex technical problems.
• Capture and report customer feedback to identify recurring trends and improve product quality.

Requirements

• 1–2+ years of experience in customer service, call centers, or support roles.
• Excellent written and verbal English proficiency.
• Proven experience with Zendesk, Freshdesk, or Salesforce Service Cloud.
• Strong typing, multitasking, and organizational skills.
• Ability to work during U.S. Business Hours.
• Proficiency with Microsoft Office and Google Workspace.

Nice to have

• Multilingual support experience.
• Industry exposure to SaaS, E-commerce, Healthcare, or Finance.
• Experience in KPI-driven environments.
• Familiarity with chatbots and AI-powered support tools.

Culture & Benefits

• Fully remote work environment.
• Opportunity to work with diverse industries and global clients.
• Focus on professional growth and performance-based metrics.
• Collaborative team culture with clear feedback loops.

Hiring process

• Initial phone screen and video interview with a recruiter.
• Practical task involving sample ticket handling.
• Final client interview followed by background verification.