OCC247 is an international company focused on Customer Experience. Teamwork and fun are at the heart of our daily work. We are a global outsourced service company, offering customer service agents, training, consulting, and technology tools implementation.
This time we are looking for a Bilingual Customer Support Specialist - SaaS to join our team!
Key Responsibilities:
- Responding to customer inquiries via phone, email, and chat, providing prompt, reliable, and high-quality assistance.
- Troubleshooting technical issues and helping customers navigate our software.
- Continually learning about our product to provide appropriate guidance to customers.
- Report customer feedback to suggest and influence product development.
- Manage Level 1 requests and follow-up on Level 2 and 3 to relevant dev departments until their resolution.
- Create and update knowledge articles and videos to ease customers' journey into the product.
- Documenting all customer interactions and details of inquiries, comments, complaints, and actions taken in our CRM system.
- Identifying and escalating priority issues to the Customer Service Manager or appropriate internal team.
Mandatory Requirements:
- Excellent command of French and English (English can be intermediate).
- Tech-savvy and 2+ years of experience in customer service for a B2B SaaS.
Additional Requirements:
- You have work experience with Hubspot and Jira.
- Excellent communication and interpersonal skills.
- A strong understanding of the SaaS business model, with willingness to continuously learn and participate in product development.
- Basic technical troubleshooting skills.
- Ability to handle customer complaints and difficult situations with patience and professionalism.
- Proficiency with CRM software and ticketing systems.
- Strong problem-solving skills and the ability to multitask, prioritize, and manage time effectively.
Your Benefits:
- Home office.
- After a probation period, you will enjoy benefits from planilla.
- We actively seek proactive individuals eager to foster their career growth within our organization.
Furniture Needed for Home Office:
- At least an i3 processor (PC or laptop).
- At least 8 GB RAM (PC or laptop).
- Windows 10 or higher.
- USB Headset with mic.
- Good internet connection and speed.
Job Information:
- Full-time position (48 hours).
- Schedule:
- Monday: 06:30 am - 03:00 pm.
- Tuesday: Day off.
- Wednesday to Friday: 06:30 am - 03:00 pm.
- Saturday to Sunday: 05:00 am - 03:00 pm.
- Monthly Salary:
2800 + night shift surcharge + bonus on performance (total salary can be up to 3830).
- Starting date: as soon as possible.
- Length of contract: 3 months renewable.
Job Type: Full-time
Salary: S/.2,800.00 - S/.3,830.00 per month
Experience:
- Customer service: 2 years (Required).
Language:
- English (Required).
- French (Required).
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