Job Description:

• Customer Support Analysts provide assistance to customers to help them resolve issues related to the company’s products or services.

• They frequently handle technical inquiries and support customers in overcoming these challenges.

• Analysts typically guide customers through self-service solutions using internal resources and documentation. If the issue cannot be resolved through standard protocols, they identify and propose alternative solutions.

• They are also responsible for monitoring, documenting, and following up on customer interactions to ensure a satisfactory resolution.

• Patience is essential in this role, as customers may be frustrated due to the issues they are experiencing, and clear, empathetic communication is key.

Technical Skills

Must Have:

• 3–5 years of experience in a customer services role

• Bright, high-energy individual, with a passion to learn and contribute

• Solid computer skills (Excel, Word, PowerPoint, software applications)

• Detail-oriented, able to keep track of lots of data effectively

• Able to absorb new concepts and technologies quickly

• Able to multi-task and manage priorities

• Can work in a fast-paced, dynamic, and fun team environment

• Team player who will work across the organization and company to continue improving the way we serve our customers

• Excellent verbal and written communication skills required

• Proven ability to collaborate and build strong relationships

• Ability to understand and interpret data from multiple sources

• Passion for customers and customer success

• Bachelor’s degree or equivalent experience; business or technical degree preferred

Nice to Have:

• 1+ years of experience in an external support role

• Minimum of 2+ years in an operational or business operations capacity

• Experience with Salesforce.com

• Proficient in Microsoft Office Suite and Google Workspace (G Suite)

Additional Details:

• Location: Hybrid (50% onsite at our Heredia, Costa Rica office)

• Contract Length: 1 year, with potential for extension