Tech Support Representative (Customer Service Analyst)

About the role

Accenture is hiring a Tech Support Representative (Customer Service Analyst) in Heredia, Costa Rica. The role provides functional support to resolve customer inquiries and issues related to the client's platform, with a strong emphasis on customer service, empathy and active listening. It is a full-time position.

Key responsibilities

• Handle customer service activities by email, phone and chat, addressing inquiries and concerns promptly and professionally with empathy.
• Investigate and resolve customer queries efficiently, using company resources and internal systems to give accurate, timely answers.
• Follow detailed client-approved instructions and escalate complex issues or seek advice when standard procedures are not enough.
• Keep customer records organized and up to date, and follow client-set standards for documentation.
• Share insights and best practices with the team to improve customer satisfaction.
• Keep up with ongoing training on processes and the tools and systems used.

Required profile

• 6 months of experience in Tech Support roles.
• English at B2 level.
• Strong customer focus; experience in customer service or sales is an asset.
• Strong written and oral communication skills.
• Analytical and problem-solving skills.

Required skills

• Knowledge of the Microsoft Office package.
• Experience with a CRM solution is a plus.

What we offer

• Health and life insurance.
• 3 extra vacation days on top of the standard days.
• On-site doctor.
• Birthday leave.
• Internet reimbursement.