Customer Support Representative
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Job Description
Customer Support Representative supporting Spanish- and English-speaking SaaS clients remotely in Peru. Managing tickets, onboarding, troubleshooting, and bilingual documentation.
Responsibilities:
- Provide prompt, professional support via email and occasional calls in English and Spanish
- Manage, track, and resolve support tickets using a ticketing system
- Assist clients with onboarding and ensure smooth adoption of the platform
- Deliver product walkthroughs and basic training sessions in English and Spanish
- Perform initial investigations of reported technical issues
- Document findings clearly and escalate to technical teams when needed
- Act as a liaison between clients and internal teams, ensuring timely follow-up and resolution
- Maintain and update Spanish-language user guides based on English documentation
- Contribute to improving knowledge base content and support workflows
Requirements:
- 1–2 years of experience in customer support or a similar client-facing role
- Bachelor's degree in business, Communications, IT, or a related field is a plus, but not required
- Relevant work experience may be considered in place of formal education
- Fluency in Spanish and English (written and spoken)
- Experience in a SaaS or tech environment is a plus
- Familiarity with ticketing systems (e.g. Zendesk, Freshdesk, Jira)
- Strong written communication skills; ability to explain technical concepts clearly
- Experience with onboarding or product training is a plus
- Problem-solving mindset and ability to work with technical teams
- Strong organizational skills and ability to work independently in a remote setup
- Reliable internet connection and ability to collaborate with a global team
Benefits:
- Flexible part-time schedule (4 hours/day, afternoon/late afternoon)
- Opportunity to grow into a full-time role based on performance and business needs
- Remote work within an international team
- Training and onboarding support
- Competitive compensation aligned with part-time scope
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