Customer Support Representative - LATAM

About the role

JoVE, a producer and provider of video solutions for scientific research and education, is looking for an experienced Customer Support Representative to work remotely from anywhere in Latin America. The role sits on the front line, answering questions and troubleshooting technical problems so that customers can use JoVE's products. Resumes must be submitted in English.

Key responsibilities

• Manage large volumes of incoming tickets and triage them to the other teams
• Answer product inquiries and accept and handle technical requests
• Follow communication procedures, guidelines and policies, and use the right methods and tools to give accurate, complete information
• Handle customer complaints, propose solutions and alternatives within time limits, and follow up until resolved
• Build sustainable relationships with customers through open communication
• Keep records of customer interactions, process customer accounts and file documents
• Perform other specific duties assigned by the Team Manager

Required profile

• Bachelor's degree
• 2+ years of demonstrable customer support experience, ideally supporting users of a digital platform
• Ability to communicate clearly with both technical and non-technical people
• Attention to detail and a basic understanding of KPIs and metrics
• Flexibility for 24/7 operations, five days a week, with weekend work included in the regular schedule

Required skills

• Proficiency with ticketing tools such as Zendesk, Jira and Salesforce
• Technical and diagnostic ability to troubleshoot problems beyond the basics, plus basic mechanical skills
• Excellent verbal and written English communication

What we offer

• A competitive compensation package
• The chance to accelerate science research and education
• Work with global teams in an innovative, collaborative environment
• A strong internal promotion culture