Description
Customer Support Specialist
Mindtech is your gateway to exciting and impactful tech projects. We specialize in end-to-end software outsourcing, linking Latin American talent with global opportunities. Our fast, cost-effective approach ensures that our clients receive exceptional service and innovative solutions. With a diverse team of over 70 skilled professionals across Latin America and the US, we are committed to delivering software that drives success.
Job Overview:
We are seeking a dedicated and empathetic Customer Support Specialist to join our growing team. In this role, you will be the frontline support for our clients, helping them navigate our UX research platform, resolving issues, and ensuring they have a seamless experience. You will work closely with our product and technical teams to provide timely solutions and contribute to the continuous improvement of our platform.
Key Responsibilities:
Customer Assistance: Provide prompt, friendly, and effective support to customers via email, chat, and phone. Address inquiries related to the platform’s features, account management, and UX research methodologies.
Issue Resolution: Troubleshoot technical issues, escalate complex problems to the appropriate teams, and follow up to ensure resolution.
Knowledge Sharing: Educate customers on how to effectively use the platform, including conducting live demos and walkthroughs when necessary.
Feedback Collection: Gather customer feedback and communicate it to the product and development teams to inform future enhancements and updates.
Documentation:
Maintain and update a comprehensive knowledge base with FAQs, guides, and best practices to empower users to self-serve.
Customer Retention: Monitor customer satisfaction, identify potential churn risks, and work proactively to retain customers by addressing their concerns.
Collaboration:
Work closely with the sales, marketing, and product teams to ensure customer needs are met and exceeded.
Requirements:
Experience:
Minimum of 2 years of experience in a customer support or client-facing role, preferably in a SaaS or technology company.
Technical Skills: Familiarity with UX research tools or platforms, and basic troubleshooting of web applications. Experience with support tools like Zendesk, Intercom, or similar platforms.
Communication:
Excellent verbal and written communication skills. Ability to explain complex concepts in a clear and concise manner.
Problem-Solving:
Strong analytical and problem-solving skills, with the ability to think on your feet and provide quick, effective solutions.
Preferred Qualifications:
Education:
Bachelor’s degree in a related field (e.g., Communications, Psychology, Marketing, or Technology).
UX Knowledge: Basic understanding of UX research methodologies and user-centered design principles.
Language Skills: Proficiency in English.
