Customer Support Specialist (Deel IT), LATAM

As a Customer Support Specialist at Deel IT, your primary responsibilities revolve around providing exceptional support to customers through chat, email, and phone interactions. You will develop expert knowledge of our platform, assist clients in utilizing it effectively, diagnose and troubleshoot issues, and advocate for customer needs internally to enhance their experience further.

To qualify for the Customer Support Specialist role at Deel IT, you should have at least 2 years of experience in customer support, ideally within a startup or tech organization. A good understanding of B2B SaaS products, excellent written and spoken English skills, and ideally, fluency in French or German will greatly enhance your application.

Deel IT is committed to the success of its Customer Support Specialists by offering competitive pay, stock grant opportunities, and a comprehensive benefits package. You will also receive computer equipment tailored to your role, as well as flexible remote work options, including WeWork access where available.

A typical day for a Customer Support Specialist at Deel IT involves interacting with customers to resolve inquiries and issues, collaborating with internal teams to provide feedback and suggestions for improvement, and growing your expertise in the Deel IT platform to provide thorough and excellent service. Your work will influence the customer experience and our platform's evolution.

Yes, Deel IT offers the flexibility of remote work for Customer Support Specialists. This includes options for working during non-core business hours and weekends, allowing you to manage your schedule effectively while providing outstanding support to our customers.

When faced with difficult customer interactions, the key is to remain calm and empathetic. Listen to the customer's concerns, validate their feelings, and assure them that you are there to help. Outline the steps you will take to resolve their issue and follow up promptly. This demonstrates your commitment to providing excellent customer service.

In this role, it’s essential to articulate your experience with B2B SaaS products effectively. Discuss specific products you have supported, any technical challenges you have resolved, and how your understanding of these platforms allowed you to enhance user experiences for customers.

I employ a systematic approach for troubleshooting product issues. This involves gathering information from the customer, replicating the problem, researching potential solutions, and testing those solutions before communicating back to the customer clearly and effectively.

To stay organized while managing multiple customer queries, I utilize tools for tracking customer interactions and prioritize urgent issues. I also allocate specific time slots to address different queries, ensuring I dedicate my attention to effectively resolve each customer's concerns.

Effective communication is arguably the most critical skill for a Customer Support Specialist at Deel IT. Clear and concise communication helps bridge the gap between complex technical concepts and customer understanding, ensuring that customers feel heard and supported throughout their experience.

To ensure I fully understand a customer's needs, I practice active listening. I ask clarifying questions and repeat back key points they’ve mentioned. This not only shows the customer that I value their input but also aids in accurately addressing their issues.

I am excited about the opportunity to work at Deel IT because of its commitment to innovation in the hiring landscape and its dedication to diversity and inclusion. I believe that a company that strives to break down hiring barriers aligns with my professional values and goals.

I advocate tirelessly for a customer's needs by documenting their feedback, identifying recurring issues, and presenting these insights to relevant internal teams. I believe proactive communication can lead to product improvements and enhance overall customer satisfaction.

In a previous role, I encountered a customer upset about a delay in service. I empathized with their frustration, provided timely updates, and offered a small service credit. The customer appreciated the proactive communication and even expressed satisfaction with the resolution, which turned their negative experience into a good one.

I’ve used various customer support platforms, such as Zendesk and Freshdesk, which help manage and streamline customer interactions. My familiarity with ticketing systems and CRMs has allowed me to facilitate efficient communication and follow-ups, enhancing customer satisfaction.