Customer Support Specialist

Position Summary

The Customer Support Specialist is responsible for providing exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. This role serves as a primary point of contact for customers and works closely with internal teams to deliver timely and effective solutions.

Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and support ticketing systems.
- Troubleshoot and resolve customer issues in a timely and professional manner.
- Document customer interactions, issues, and resolutions accurately.
- Escalate complex issues to appropriate internal teams when necessary.
- Monitor and manage support tickets to ensure service level agreements (SLAs) are met.
- Educate customers on products, services, features, and best practices.
- Identify recurring issues and provide feedback to improve products, services, and processes.
- Maintain a high level of customer satisfaction and professionalism in all interactions.




- Collaborate with cross-functional teams including Sales, Operations, Product, and Technical Support.
- Contribute to the development and maintenance of knowledge base articles and support documentation.

Required Qualifications
- Bachelor's degree or equivalent work experience.
- 1–3 years of experience in Customer Service, Customer Support, Help Desk, or a related role.
- Strong verbal and written communication skills.
- Excellent problem-solving and troubleshooting abilities.Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Proficiency with Microsoft Office and CRM/ticketing platforms.

Preferred Qualifications
- Experience with Salesforce, Zendesk, ServiceNow, Freshdesk, or similar support tools.
- Experience supporting SaaS, technology, telecommunications, financial services, or professional services customers.
- Bilingual skills (English required; additional

📌 Customer Support Specialist (San Andrés Cholula)
🏢 Illumiti
📍 San Andrés Cholula