(Fluent English) L1 Customer Support Consultant (Remote)

Costa Rica·San JoséRemoteContractmid

Other

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Quick Summary

Key Responsibilities

Provide consistent, high-quality customer support across chat, email, and phone; Own escalated customer tickets from initial receipt through final resolution,

Technical Tools

Other

Responsibilities

~1 min read

→Provide consistent, high-quality customer support across chat, email, and phone;
→Own escalated customer tickets from initial receipt through final resolution, ensuring timely follow-up and coordination with relevant teams;
→Manage a high volume of customer tickets and cases, prioritizing urgent issues while maintaining accuracy and service quality;
→Investigate complex customer problems, clarify the underlying issues, and break them down into actionable resolution steps;
→Track open cases, document troubleshooting and resolution steps, and keep customer records up to date;
→Follow up with customers and internal stakeholders to communicate progress, provide timely updates, and ensure issues are resolved;
→Collaborate with teammates and cross-functional specialists to investigate issues, coordinate escalations, and deliver effective solutions;
→Identify customer needs and provide clear, solution-oriented guidance throughout the support process;
→Manage competing priorities across multiple projects while maintaining an organized and efficient workflow;
→Adapt to evolving tools, software platforms, and operational processes to maintain effective customer support.

Requirements

~1 min read

Excellent English skills (C1 for both spoken and written);
At least 1 year of experience in a customer support role;
Previous experience in customer or technical support for SaaS products or platforms, working with B2B and/or B2C clients;
A strong track record of handling high volumes of tickets, cases, chats, or emails in a fast-paced environment;
Excellent analytical thinking and problem-solving skills, including investigating complex issues as well as identifying defining actionable next steps;
Confidence managing multiple projects, competing priorities, and escalated cases under pressure;
Strong teamwork and collaboration skills, demonstrated through effective coordination with colleagues and other departments;
Clear, professional communication and a customer-focused approach to resolving issues;
Adaptability and a willingness to learn new software, tools, and workflows quickly;
A proactive approach to case ownership, follow-up, and resolution;
Personal laptop or computer (at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Nice to Have

~1 min read

Experience communicating with customers via email, chat and call;
Experience using ticketing systems, CRM platforms, or other customer support tools;
The ability to quickly learn and adapt to new software, systems, and technical processes.