• Handling in native, Spanish and English language customer queries, through multiple channels(phone calls and written correspondence); • Troubleshoot and resolve account issues. • Customer relationship building and management; • Problem solving tasks during shift; • Handling and taking full responsibility for customer related queries; • Make outgoing calls and execute outbound campaigns to identified customers, e.g. welcome calls, failed purchases, etc. • Reporting users issues internally and directing to adequate team; • Provide a quality and friendly user experience to simplify interactions and improve Customer Experience; • Adhering KPI's and SLA;

• Handling in native, Spanish and English language customer queries, through multiple channels (phone calls and written correspondence); • Troubleshoot and resolve account issues. • Investigate and resolve customer issues via our ticketing system or in real time. • Post-sales engineering assistance to help prospects understand the technical capabilities of the software and how it can fit into their organization’s existing systems. • Assist clients with configuration and connection to other systems such as SSO, Slack, and Applicant Tracking Systems (ATS). • Ensure support SLAs are met. • Work with the product engineering team to communicate bugs or other issues to be fixed and incorporated into future releases. • Create or update customer-facing product documentation (excel).