Soma Capital Portfolio Jobs

Support Analyst (Latam)

ontop

ontop

IT, Customer Service
Latina, Province of Latina, Italy
Posted on Sunday, June 16, 2024

We are looking for the best Support Analyst for our team 🚀

A Support Analyst is responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities. A Support Specialist is someone who can provide solutions to not only the client but the contractor.

🪄What we expect from you:

● Receive, process and respond to the tickets that enter through the Intercom views,

guaranteeing compliance with the established procedures.

● Perform periodic monitoring of claims in Pending status, in order to ensure response

times.

● Meet the indicators of productivity, first response time, reopening, satisfaction, and

quality required in the performance of Agents.

● Ensure Intercom response compliance in chronological order (oldest to newest) and

according to priorities

● Ensure the correct, timely and adequate response of internal and external

communication channels (chat, mail...etc)

● Timely review and management of tickets assigned to other support areas of the

company in pending status.

● Ensure proper compliance with customer data protection laws globally.

● Read and comply with the news information published in the mail groups and Slack

channels.

● Timely report technical and/or human incidents that affect the provision of the service

and require the immediate implementation of contingency plans that guarantee the

continuity of the service.

🤟🏼New Rockstar needs to:

● At least 1 year in the CX team handling chats.

● Knowledge of a case management tool (Zendesk, Kustomer, CX-One).

● Fintech experience (transfers, wire, ach, crypto) or Experience providing services to a bank.

● Flexible schedules (night shift, Saturdays, Sundays, holidays)

● Autonomous, high energy.

● English language (written and spoken) at a professional level.

● Outstanding metrics in team (Csat-FRT-max number of tickets handled)

🎓 Education:

  • Bachelor's degree.

What do we offer:

  • Payment in USD 💵
  • 100% remote work (yep, from anywhere!) 🌐
  • Unlimited PTO 🪂