Bilingual Customer Support Specialist managing inquiries and support for contracts in a medical device firm. Collaborating with internal teams and managing customer communications.
About the role
- Customer Success Specialist providing support for SimplePractice users in Mexico City. Handle customer inquiries via phone, email, and chat, ensuring a world-class experience.
Responsibilities
- Address inbound customer inquiries regarding our platform’s features
- Answer all inbound support emails within 60 minutes or less, continually striving for faster response times
- Triage incoming customer support emails to specialized CS team members as needed
- Participate in live chat during our standard business hours
- Schedule live customer screen-sharing sessions and phone calls as needed
- Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
- Identify patterns in incoming support emails and chats, and keep an eye out for potential issues
- Escalate product issues to our Technical Support Specialists
- Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
- Maintain alignment with the larger Customer Success team and other internal stakeholders
- Identify and report knowledge gaps and work to get them added to our knowledge systems
- Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed
Requirements
- English proficiency
- 1-2 years in a customer support or service industry role, serving a diverse and professional customer base
- You have a bachelor’s degree from an accredited college or university
- You have demonstrated the ability to self-manage towards a set of defined goals & prioritize among many different tasks
- A sense of urgency to complete work efficiently and accurately
- Comfortable with ambiguity to determine the best solution for our customers
- Comfortable with simultaneously managing and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)
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