Frontline Support Specialist
Department Focus:
The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.
Your Impact:
The Frontline Support Specialist is the first point of contact for the majority of our customers, responsible for solving any technical or administrative issues efficiently and and accurately. This involves timely interaction with other teams, escalations to subject matter experts and dealing with external partners. This role is a full-time role offered fully remotely from the comfort of your home
Work Arrangement:
This position requires work beyond standard business hours, including weekends and holidays on a rotating schedule. While a typical work week may consist of Monday-Friday, 10:00 am to 7:00 pm or 11:00 am to 8:00 pm, there will be flexibility expected to accommodate operational needs. Rest assured, all work performed in accordance with this schedule will be compensated according to local legal frameworks, including overtime and holiday pay regulations. Hours of work: Working between 7:00 am - 10:00 pm on a regular basis Monday - Friday, and weekends on a rotating schedule, holidays depending on business needs.
**This position requires full-time in-office attendance for the first 3 months of employment to support onboarding and team integration. Following this initial period, the role transitions to a hybrid schedule, offering 3 days in our Mexico office and 2 days from the comfort of your home.**
What you will do
- Handle incoming support requests for effective troubleshooting and ticket resolution, ensuring thorough follow-ups and strengthening customer trust and satisfaction, on chat, email, phone or any other support channel offered to our customers
- Interact frequently with other team members, CX Team Leads and Managers, members of Account Management, Customer Delivery, Finance, Developers and Partnerships teams to address any customer issues
- Ensure maximum attentiveness is given during off hours and weekends to address any urgent customer issues and escalations from other teams timely and accurately
- Contribute to a stellar customer experience through professional communication and efficient handling for all types of customers and partners, making sure their operations are supported for continuous optimization
- Take ownership of customer escalations and provide clear guidance to what is required for rapid resolution
- Follow clear processes and procedures for the most professional and streamlined customer service
What you will bring
- Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner
- Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets
- Solid communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally.
- Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time
- Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals
- Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.
- Autonomy and confidence to be self-driven and have the ability to handle pushback