Job Title: Customer Support Specialist
Location: Mexico City
Company: Umbrella BPO & Client Companies
Overview:
As a Customer Support Specialist at Umbrella BPO, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience.
Key Responsibilities:
1. Customer Support:
- Provide prompt and efficient support to clients via phone, email, chat, or via client CRM software ie. Zendesk.
- Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.

2. Technical Troubleshooting:
- Diagnose and resolve technical issues related to BPO processes and systems.
- Collaborate with internal teams to escalate and resolve complex technical problems.

3. Process Improvement:
- Identify opportunities for process improvement and efficiency in customer support procedures.
- Work closely with team members and management to implement enhancements to existing processes.

4. Documentation:
- Maintain accurate and detailed records of customer interactions, technical issues, and resolutions.




- Contribute to the development and updating of knowledge base articles and support documentation.

5. Client Communication:
- Communicate effectively with clients to understand their needs and expectations.
- Provide regular updates and feedback to clients regarding the resolution of their issues.

6. Quality Assurance:
- Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
- Participate in quality assurance initiatives and training programs.

7. Adaptability:
- Be able to adapt and adjust to what the business needs are.

Qualifications:
- Professional English fluency
- Minimum 3 years of experience in customer support, preferably in a BPO environment.
- Strong organizational and multitasking abilities.
- Excellent communication and interpersonal skills.
- Ability to handle confidential information with discretion.
- Bachelor's Degree (Nice to h

📌 Customer Support Specialist (Ciudad de México)
🏢 Umbrella BPO
📍 Ciudad de México