About Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Job Overview

A Customer Support Specialist is a highly motivated, customer-oriented individual who is passionate about the customer’s experience! Our Global Customer Support Services team guarantees the highest level of excellence to ensure that our program administrators and internal stakeholders rave about our services and get the answers they need in real time. If you are technically savvy and are passionate about delighting customers, you’ll fit right in! As a Customer Support Specialist, you will have the opportunity to advance your career with additional internaltraining opportunities leading to increased customer support and technical understanding.

Responsibilities and Duties

• Get connected and handle inbound and outbound queries via phone and our case queues in Salesforce
• Turn our program administrators and internal stakeholders into “Raving Fans” by providing world class program support
• Handle all inquiries from our program administrators, responding via phone and through Salesforce, including updating clients on the progress of their requests
• Assignments may also be provided by leadership to ensure customer coverage and assistance with escalated issues
• Use your epic problem-solving skills to resolve inquiries, program assistance requests, and complaints
• Handle multiple case types from our program administrators including functionality issues, structural changes to their programs, campaigns and reporting requests
• Partner with other teams to resolve client issues (TSA, CS) when required
• Navigate our platform like a pro and stay up to date with new features and releases
• Recognize your peers and be recognized for being awesome!
• Troubleshoot issues with computer systems, web‐based applications and mobile technology
• Lead by example, be solution focused and dependable
• Meet or exceed service level agreements (SLA targets) and other measures of success
• Provide coaching moments for teammates, as needed
• Empower team members to take ownership and action
• Create a positive and supportive environment and be available for questions from all teams
• Ensure best practices are followed and create processes where needed
• Advance your career with additional internal training opportunities leading to increased customer support and technical understanding
• Work alongside of some of the best teammates in the industry

Required Knowledge and Skills

• 1-3 years of related work experience
• CRM (Salesforce) in-depth knowledge
• Exceptional communication and interpersonal skills
• Basic HTML capabilities and overall technical aptitude
• Experience working directly with customers or clients
• Experience within a metric driven environment
• Fluent in computer applications (MS Word, Excel, Outlook)
• Ability to understand technical aspects of software functions

Reporting Structure

• Operations Manager

Compensation

• Employment: Full-Time
• Location: Onsite at Greenhills, San Juan
• Benefits:
• Weekly payroll
• 10% Night Differential
• Holiday Pay
• 20 paid time off
• 13th month compensation
• 100% Employer-Paid medical, dental and life insurance for employees only upon meeting eligibility requirements
• HMO
• 1 Dependent Coverage
• Free parking

Please refer to job description.