(fluent English) SaaS Customer Support Consultant (remote, LATAM)

Chile·SantiagoRemoteContractmid

OtherConsultant

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Key Responsibilities

Deliver outstanding customer support via emails and calls; Diagnose, troubleshoot and triage customer-reported issues,

Requirements Summary

Excellent English skills (C2 for both spoken and written); Previous experience in a customer support role within a SaaS,

Technical Tools

OtherConsultant

~1 min read

→Deliver outstanding customer support via emails and calls;
→Diagnose, troubleshoot and triage customer-reported issues, driving investigations through to resolution or appropriate escalation;
→Respond to customer inquiries and provide clear, timely solutions, with a strong focus on resolving common Tier 1 support requests.
→Manage open support cases, ensuring unresolved issues are actively tracked and updated;
→Escalate complex or high-priority issues to the appropriate team when needed;
→Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through;
→Document troubleshooting steps, root causes, resolutions and customer feedback to support knowledge sharing and continuous improvement;
→Collaborate with Product, Engineering, and Customer Success teams to investigate complex issues and improve the overall customer experience;

~1 min read

Excellent English skills (C2 for both spoken and written);
Previous experience in a customer support role within a SaaS, software or technical environment is a must;
Experience using ticketing systems such as Zendesk or similar support platforms;
Strong troubleshooting and problem-solving skills;
A sense of urgency and the ability to manage tasks through to completion;
The ability to communicate clearly, professionally and empathetically with customers;
Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
A customer-focused mindset with a commitment to delivering a positive support experience;
Basic computer skills and ability to work with CRM systems and support tools;
Commitment to delivering high-quality customer service and meeting performance targets;
Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload);