Tier 1 Customer Support Specialist (Remote)

About the role

8am, a professional business platform for legal, accounting and other client-focused professionals, is looking for a Tier 1 Customer Support Specialist to join its remote team in Colombia. You will make sure every customer receives consistent and reliable service through every interaction, answering calls, emails and chats and educating customers on the company's products.

Key responsibilities

• Answer inbound customer support calls and provide product troubleshooting and support
• Respond promptly to customer inquiries by email, phone and chat
• Keep customers informed about new product releases
• Educate customers on how to use Mycase, LawPay and CPACharge products
• Investigate reported issues and perform basic troubleshooting before escalating technical cases to Tier 2
• Document every support interaction in Salesforce

Required profile

• Bachelor's degree preferred
• 1+ year of customer service experience or equivalent preferred
• Excellent written and verbal communication skills; friendly, clear and strong speaker
• Professionalism, integrity and ethics
• Time management and teamwork skills, calm under pressure
• Must be able to handle inbound calls, chats and emails daily

Required skills

• Knowledge of Salesforce, Workforce Manager, Zoom Contact Center, Slack and Google Suite or similar tools preferred

What we offer

• Full compliance with Colombian social security (health, pension and risk coverage)
• Paid sick leave covered from day one, with EPS support after the second day
• Up to 15 paid days off per year
• Maternity and paternity leave in line with Colombian law
• Paid time off for official Colombian public holidays
• Staff referral bonus