Case and Support Specialist

hace 2 semanas


San Francisco, Heredia, Costa Rica reclutare A tiempo completo $35.000 - $45.000 al año

Key Responsibilities

  • Case Assignment: Monitor the case queue within Salesforce and promptly assign cases to the appropriate support teams or individuals, or reach out to the correct Support Manager for assistance.
  • SLA Management: Ensure all high-priority cases receive a first response within the defined service level agreement (SLA) by adding initial comments to acknowledge the customer's issue before assigning it out.
  • Communication & Escalation: Proactively ping managers to assign unassigned cases, and manage case transitions and escalations as needed to ensure issues are resolved efficiently.

Required Skills

  • Organizational Skills: Excellent ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.
  • Communication: Strong written communication skills with the ability to convey information clearly and concisely.
  • Adaptability: Ability to thrive in a fast-paced, high-pressure environment.
  • Experience with Salesforce CRM: Proven experience using Salesforce, specifically with case management and reporting.
  • Previous experience in a customer support or help desk role.
  • Knowledge of service level agreements (SLAs) and their importance in a support environment.


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