.Job DescriptionAs a Customer Support Specialist, you play a crucial role in ensuring our clients have a seamless and positive experience with our product.You will be responsible for addressing customer operational inquiries, solving issues, escalating them where appropriate while seeking exceptional customer satisfaction.This is a position in the afternoon shift to give support to our customers based in US time zones (Monday to Thursday 14h to 22h, Friday from 14h to 20:30h).Your main responsibilities include:Responding to customer inquiries via CRM system (Jira).Providing operational support according to their inquiries and concerns.Collaborating with the rest of the teams to escalate and resolve advanced technical issues.Develop a deep understanding of the company's products and services.Articulating product features, benefits, and usage effectively to assist customers.Identifying and escalating emerging customer concerns or trends to improve the product and customer experience.Communicating clearly and professionally with customers, ensuring a positive experience.Using active listening skills to understand their needs and concerns.Gathering feedback from customers and internal users and providing valuable insights to the product development team for continuous improvement.Assisting in the creation and maintenance of self-service resources such as knowledge base articles, FAQs, and tutorials.QualificationsHigh level of English both spoken and written with excellent verbal and written communication skills.Proficient in using customer support software, CRM systems (Jira and Salesforce) and other relevant tools.Able to understand the company's products and services, as well as the ability to stay updated on new features and updates.Strong analytical and problem-solving skills to diagnose and resolve customer issues efficiently.Proactive attitude towards identifying and resolving customer issues.Acknowledge red flags and escalate them as required.Show empathy and understanding towards customers' concerns, ensuring they feel valued and heard.Demonstrate patience when dealing with frustrated or irate customers, and maintain a calm and composed demeanor.Strong interpersonal skills and the ability to work well in a team.Time management and organizational skills to prioritize and handle multiple customer inquiries simultaneously.Adaptability to handle high-pressure situations and a fast-paced work environment.Additional InformationWhat we offer:A friendly, diverse, and international team.Top-notch Private Health Insurance, fully covered by the company.23 working days of holidays per year, plus the local public holidays.Indefinite Contract.Reduced working hours on Fridays and every weekday during August.Tax relief/ "Retribución Flexible" will also be available for you.Discounts with the amazing DIR gyms!Referral policy with a bonus scheme.Hybrid model with a flexible start time