Customer Support Professional

hace 3 semanas


San José, San José, Costa Rica Smartsheet A tiempo completo
{"Job Title:

Technical Support Specialist



About the Role:

At Smartsheet, we value the power of teamwork and believe that individuals who are passionate about delivering exceptional customer experiences can make a real difference in our customers' lives.



Key Responsibilities:


  • Provide top-notch support to our customers via phone and webform submissions, making outbound calls and taking inbound calls to resolve Smartsheet product-related issues.
  • Be the face of Smartsheet Support, driving a positive customer journey and ensuring a seamless experience for our customers.
  • Connect with our customers, recognizing their individual needs, and partnering to resolve their challenges and instill confidence in our support and product.
  • Deliver enterprise-level service by adhering to individual performance metrics on speed, resolution, and accuracy.
  • Follow all processes and procedures, highlighting areas where they could be improved upon.
  • Develop in-depth knowledge of our applications to support our customers.
  • Offer and receive thoughtful feedback on team processes, peers, and leadership.
  • Aim to consistently achieve performance goals in areas such as customer satisfaction, quality assurance, and attendance.
  • Participate in call certification programs, develop sufficient knowledge to support our customers via phone and webform submissions, and make outbound calls and take inbound calls supporting Core App challenges.
  • Perform other duties as assigned.


Requirements:


  • Excellent command of English, both written and spoken (B2+ level).
  • Exceptional customer service skills, both written and over the phone.
  • Experience in customer service roles supporting customers from diverse backgrounds and locations.
  • Technical support experience in a SaaS environment.
  • Flexibility in working hours, as this position may require work outside of standard business hours.


Perks & Benefits:


  • Full paid health and life insurance for full-time employees and family members.
  • Equity - Restricted Stock Units (RSUs) for eligible roles.
  • Monthly stipend to support your work and productivity.
  • Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
  • 12 days paid vacation + flexible time away program.
  • 20 weeks fully paid maternity leave.
  • 12 weeks fully paid paternity/adoption leave.
  • Personal paid volunteer day to support our community.
  • Opportunities for professional growth and development, including access to Udemy online courses.
  • Company-funded perks, including a counseling membership and your own personal Smartsheet account.
  • Teleworking options from any registered location in Costa Rica (role-specific).


About Smartsheet:

Smartsheet is a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.



Join Our Team:

At Smartsheet, we're passionate about delivering exceptional customer experiences and believe that individuals who are passionate about making a difference can thrive in our dynamic and supportive environment.



How to Apply:

Interested candidates should submit their applications through our website.



Smartsheet is an Equal Opportunity Employer:

Smartsheet is committed to building a diverse and inclusive workplace that reflects the diversity of our customers and the communities we serve.



Contact Us:

For more information, please visit our website or contact our HR department.





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