Tier 1 Basic Tech Support - Customer Care Specialist

• Training and nesting schedule: Sunday to Thursday, 7 AM to 4 PM
• Production schedules are mostly starting at 11 AM or 12 PM, no weekends off in most cases

Summary:

As a Customer Care Specialist - Tier 1, you will provide a world-class experience to our Customers through answering incoming customer questions from multiple channels including phone, chat, and email. You are driven with purpose to resolve solutions and act as an expert to help customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Tier 1 - Customer Care Specialist, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.

Roles and Responsibilities:

• Leverage your product knowledge and customer service skills to answer incoming calls, chats and/or casework from Customers
• Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Customers
• Conduct procedures to escalate and coordinate the customer response in accordance with our values
• Expand your knowledge of project’s hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the roll
• Ensure rationale is present for proceeding through process

Required Skills:

• Great English level > B2+
• 1+ year of experience in a bilingual Call Center position (over the phone) is a must
• Technical background is a must (prior experience or related studies)
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + native hardware
• Strong communication, organizational, and influencing skills
• Experience using a CRM (Salesforce, Hubspot) and/or Restaurant management software.
• Manage multiple priorities and tasks
• Ability to effectively work autonomously
• Self-motivated, creative, and flexible with the ability to perform well under pressure.
• Experience navigating change

Desired Skills:

• Experience answering incoming phone calls and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights

Benefits:

• The project is opened to hybrid opportunities based on performance in production
• Healthcare Programs
• General Medicine, Psychology, Nutrition and Physiotherapy services. Health Campaigns are held frequently in our headquarters for Movators and family members
• Subsidized transportation to Heredia, San José and Alajuela downtown
• Additional performance bonus and/or attendance-tenure bonuses
• Career Progression
• On-site Gym
• On-site Cafeteria
• Educational discounts
• Discounts in hotels, restaurants, fitness and health centers

Accelerate. Innovate. Movate.