Customer Support Specialist
Escazu, San José Province, cr
hace 3 días

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

As a Customer Support Specialist, you will manage escalated technical related operations for the Customer Support team. You will oversee the Customer Support related work of the Tech Development Team, Product team, Data team, Solutions Engineering team, and IT Team ensuring escalated Customer Related cases are resolved in a timely matter.

You will be responsible for leading an Escalation Meeting, ensuring root cause(s) and countermeasure(s) are put in place for escalated cases, measure cases to the documented KPIs, have a root cause identified and countermeasure put it place within a timely matter, while also providing front-line problem solving and triage directly to customers.

As a key member of our Client Success and greater Sales team, your responsibilities will be focused on answering customer questions related to standard product usage, technical assistance on data related inquiries, troubleshoot common problems that include connection problems, slow performance, inabilities to access data, data inaccuracies, and other inquiries via the phone or email.


  • Associates or Bachelor’s degree in Business, Computer Science, Engineering or related field
  • Two or more years of experience in Technical Support in a fast-paced environment
  • Advanced technical skills with experience in Microsoft applications (Office, Word and Excel)
  • Strong verbal and written communication skills.
  • Effectively organize, prioritize, multi-task, and time manage workload. Must be able to handle multiple projects at once with a strong attention to detail.
  • Proven ability to build rapport and relationships.
  • Maintain discretion in working with sensitive and confidential information.
  • Exceptional customer orientation and collaboration skills.
  • Ability to work confidently and independently; escalate issues and decisions when appropriate.
  • Ability to effectively handle challenging situations with poise, tact, and patience while demonstrating a sense of urgency.
  • Have interest in learning new things and overcoming challenges
  • Have self-motivation and pride in your work

  • Working knowledge of SQL and relational databases scripting
  • Experience in Salesforce
  • Experience in supporting data products
  • LI-RM2

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