(American English) Customer Support Consultant (LATAM)

As a Customer Support Consultant at SupportYourApp, your key responsibilities will include providing exceptional customer support through various channels such as calls, chats, and emails. You'll build and maintain positive relationships with customers, ensure you meet team KPIs, and stay updated on current technologies. Additionally, you'll handle sensitive customer information securely and apply the latest customer satisfaction practices.

To excel as a Customer Support Consultant at SupportYourApp, candidates need to possess excellent English language skills (C2 level), prior customer service experience, and strong analytical and research skills. A positive attitude and responsible work ethic are also crucial. Technical support experience and familiarity with CRM systems would be beneficial.

SupportYourApp offers a range of benefits to its Customer Support Consultants, including a flexible work schedule and the ability to work fully remotely. Other perks include competitive compensation in USD, bonuses for employee referrals, paid intensive training, and a supportive management team that encourages growth and work-life balance.

Yes! The Customer Support Consultant position at SupportYourApp is designed to be fully remote, providing you with the flexibility to work from your home office while serving clients around the globe.

SupportYourApp boasts an inclusive and multicultural work environment, making it a welcoming place for Customer Support Consultants from diverse backgrounds. The company values its employees and encourages individual development through a People First management approach.

When faced with difficult customers, it's essential to remain calm and empathetic. You should listen to their concerns fully, acknowledge their feelings, and work towards finding a solution. Show your expertise and commitment to helping resolve their issues, which reflects well on you as a Customer Support Consultant.

Staying organized is crucial in a Customer Support Consultant role. Utilizing a prioritization method, such as categorizing inquiries by urgency, and employing tools like ticket systems or project management software can help. This ensures that all customers receive timely responses, giving them confidence in your support abilities.

Effective communication is key in a Customer Support Consultant role. I ensure clarity by actively listening, asking questions when necessary, and using appropriate language tailored to the customer's level of understanding. I also use collaboration tools for team communication to maintain transparency and synchronization among team members.

I was drawn to the Customer Support Consultant position at SupportYourApp due to the company’s strong reputation for valuing employee growth and the commitment to excellent customer service. The diverse multicultural environment and remote work flexibility align well with my personal values and work preferences.

To stay updated on the latest technologies, I regularly engage in continuous learning by following tech blogs, attending webinars, and participating in relevant online courses. As a Customer Support Consultant, this proactive approach ensures I can provide the most accurate assistance and information to customers.

A successful resolution often involves understanding the customer's perspective. One time, a customer was upset about a billing issue. I listened attentively, assured them I would help, and thoroughly investigated the problem. I resolved the issue by correcting the mistake and offered a small credit as a goodwill gesture, which turned their frustration into satisfaction.

Teamwork is vital in providing seamless customer support. Collaborating with team members allows access to shared knowledge and insights, ensuring that complex issues are handled effectively. As a Customer Support Consultant, I value open communication and resource-sharing, which enhances our ability to serve customers collectively.

Yes! In a previous role, I noticed that response times could be quicker. I suggested implementing a tiered prioritization system to categorize customer inquiries. This approach reduced response time and improved customer satisfaction, showing how proactive thinking in a Customer Support Consultant role can lead to better service outcomes.

Managing stress during peak hours involves staying organized and taking short breaks for mental clarity. Prioritizing tasks and practicing mindfulness techniques allow me to remain focused and calm, ensuring I provide the best service possible even in high-pressure situations as a Customer Support Consultant.

Empathy is the most vital quality for a Customer Support Consultant. Understanding and relating to the customer's feelings and frustrations builds trust and rapport, which is fundamental for delivering exceptional customer service and ensuring client satisfaction.