Job title: customer support specialist location: mexico city company: umbrella bpo & client companies overview: as a customer support specialist at umbrella bpo, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience. Key responsibilities: 1. Customer support: provide prompt and efficient support to clients via phone, email, chat, or via client crm software ie. Zendesk.address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.2. Technical troubleshooting: diagnose and resolve technical issues related to bpo processes and systems.collaborate with internal teams to escalate and resolve complex technical problems.3. Process improvement: identify opportunities for process improvement and efficiency in customer support procedures.work closely with team members and management to implement enhancements to existing processes.4. Documentation: maintain accurate and detailed records of customer interactions, technical issues, and resolutions.contribute to the development and updating of knowledge base articles and support documentation.5. Client communication: communicate effectively with clients to understand their needs and expectations.provide regular updates and feedback to clients regarding the resolution of their issues.6. Quality assurance: monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.participate in quality assurance initiatives and training programs.7. Adaptability: be able to adapt and adjust to what the business needs are. Qualifications: - professional english fluency - minimum 3 years of experience in customer support, preferably in a bpo environment. - strong organizational and multitasking abilities. - excellent communication and interpersonal skills. - ability to handle confidential information with discretion. - bachelor's degree (nice to have) working conditions: this position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the customer support specialist position. Join our team and contribute to the success of our clients through outstanding service and support.