SMASH, Who we are?
We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States. We believe in long-lasting relationships with our talent. We invest time getting to know them as individuals and understanding what they are looking for as their professional next step. We aim to find the perfect match. As agents, we make sure to pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent, fast.
We purposefully move away from the "contractor" or "outsourcing" type of relationship. Our clients don't want contractors or "just a service." Neither does our talent.
Our Benefits Work from everywhere Private Medical Insurance English Academy for Employees and Relative Business Skills Coach – Certifications Discounts with Tech Universities Events and additional Perks This is a remote position for Costa Rica and Colombia Job Description: We are seeking a motivated and organized Customer Support Dispatcher/Assistant to join our team.
In this role, you will be the first point of contact for our customers, handling incoming calls, creating and managing support tickets, and directing customers to the appropriate resources within the organization to address their issues.
Your primary responsibilities will include effective communication, ticketing processes, and ensuring timely resolution of customer concerns.
Key Responsibilities: Handle Incoming Calls: Answer customer inquiries and issues with professionalism and empathy.
Create and Manage Tickets: Open, track, and update support tickets using our ticketing system to ensure issues are properly documented and addressed.
Escalate Issues: Identify and escalate complex or unresolved issues to the appropriate team or resource within the organization.
Customer Communication: Maintain clear and accurate communication with customers regarding the status of their issues, providing updates as necessary.
Coordinate with Internal Teams: Collaborate with different departments and teams to ensure customer issues are resolved efficiently.
Document Processes: Maintain accurate records of customer interactions and support activities, following established procedures and protocols.
Provide Information: Offer customers relevant information about our products, services, and policies.
Maintain a Professional Attitude: Uphold a high level of professionalism in all interactions with customers and team members.
Required Skills and Qualifications: Strong Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
Organizational Skills: Strong organizational abilities to manage multiple tasks and prioritize responsibilities.
Customer Service Experience: Previous experience in a customer service or support role is preferred.
Problem-Solving Skills: Ability to identify issues, assess situations, and direct customers to the appropriate resources for resolution.
Attention to Detail: Ability to document information accurately and follow processes carefully.
Team Collaboration: Proven ability to work effectively as part of a team and coordinate with various departments.
Proficiency with Office Software: Familiarity with basic office software such as word processors, spreadsheets, and email.
Preferred Qualifications: Experience in a Dispatch or Support Role: Prior experience in a dispatcher or support assistant role is a plus.
Familiarity with Ticketing Systems: Basic understanding of ticketing systems or customer support software is advantageous.
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