Customer Support Advisor with Spanish (Remote Colombia)

About The Role
Job Title: Customer Support Advisor with Spanish
Location: Remote based in Colombia
Terms:      6 month contract moving to permanent / Full-Time 40h weekly
Schedule: Monday to Sunday– Rotational 8h shifts covering 6am to 6pm

This is an exciting opportunity for an experienced Customer Support Advisor. This is a 6 month fixed contract ( with 30 days probation) moving to indefinite contract based on performance to work remotely from Colombia.

Our Partner: 
The successful candidate will be supporting our partner, Gigs. Backed by Google Gradient Ventures and Y Combinator, as well as the investors behind Facebook, Dropbox, and Airbnb, Gigs is the world's first telecom-as-a-service platform.  
 
The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels. If you're passionate about technology and enjoy helping people, we'd love to hear from you! 

What you'll be doing:

• Provide frontline Customer Support in English and Spanish
• You will be the first in line for Customer Support, offering a warm and understanding ear as the point of contact for our customers, helping with basic and advanced troubleshooting, serving customers via multiple channels.
• You will work in our support system, as well as other related internal systems, and ensure that all support queries are dealt with promptly, professionally, and in accordance with the SLAs under our customer contracts.
• You'll provide exceptional support to resolve customer issues and requests swiftly.
• You will collaborate quickly and effectively with product, engineering and customer success to escalate problems and ensure relevant information is being passed on effectively and promptly.
• You will track and develop frequently asked questions with a view to improving our knowledge base and empowering our customers in order to reduce the number of support queries.
• Take a proactive approach in analysing our processes, suggesting and implementing improvements to help our operations grow efficiently and effectively to provide world-class support.

Our recruitment process:

1. 30 min Teams interview with the Recruitment Team. 
2. Language tests if applicable to the role.
3. 45 min Teams interview with the Hiring Team.

About you:

• You are fluent in English and Spanish
• You have previous experience in a technical support and/or Customer service role. 
• You have an aptitude for technology and can diagnose document and resolve complex technical issues.    
• Proficient with helpdesk/ticketing systems and remote access tools.  
• Excellent written and verbal communication skills.    
• You can communicate clearly and work effectively within a team.

What you get in return:

• Fully Remote work based in Colombia
• A competitive salary
• Internet Allowance 
• 6 month fixed contract moving to indefinite contract based on performance 
• Equipment provided
• Home office allowance 
• A Buddy on joining 
• Online Gym and Wellbeing Studio.  
• The opportunity for professional growth.  
• Fun company events and team outings.  
• Autonomy and Responsibility

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