Customer Support Representative

Role Description This part-time remote Customer Support Representative role focuses on providing timely, empathetic assistance to individuals and organizations engaging with Plataforma en Defensa del Trabajo Social de España. The representative will respond to inquiries via email, chat, and phone, guide users through platform features, and document issues or feedback for continuous improvement. Daily tasks include troubleshooting common technical or access problems, escalating complex cases to the appropriate team, and ensuring accurate records in support systems. The role also involves maintaining clear communication, sharing updates and resources, and contributing to FAQs or support materials to improve self-service options. Collaboration with other team members to refine processes and support campaigns related to social work advocacy is an important part of this position.

Qualifications

• Strong Customer Support and Customer Service skills, with the ability to manage inquiries in a professional, respectful manner.
• Demonstrated focus on Customer Satisfaction, including follow-up practices and commitment to resolving issues effectively.
• Excellent Communication skills, both written and verbal, with the ability to explain information clearly and adapt to diverse audiences.
• Proficiency in Troubleshooting common technical and access issues, and in identifying when to escalate more complex problems.
• Comfort working remotely and independently, with reliable internet access and good time management for part-time schedules.
• Experience using ticketing or help desk tools and basic office software; familiarity with online platforms or community-focused organizations is a plus.
• Ability to communicate in Spanish and English is highly beneficial, as is prior experience in customer-facing roles or social work-related environments.