Customer Support Specialist, Americas (Remote - El Salvador)

<p dir="ltr"><em></em><em>If you are passionate about supporting people, understanding their needs, and ensuring they feel confident and valued throughout their experience, at Metricool, you will be able to do it with purpose, ownership, and strategic freedom.</em></p><p dir="ltr"><em>You can work 100% remotely in an international, fast-growing company where team members love to collaborate closely, engage in creative problem-solving, and </em><em>share a desire to make social media managers’ lives easier.</em></p><p dir="ltr"><em>Your mission is to support users along their road with us, providing them with solutions and helpful resources to understand how our tools work, and how to function with social media. </em></p><p dir="ltr"><strong>In this position, you will be able to have a wonderful contribution and impact in different areas:</strong></p><p dir="ltr"><strong><em><br/></em></strong><strong><em>As a Customer Support Specialist,</em></strong></p><ul> <li dir="ltr"><p dir="ltr">Provide a unique experience to our users by providing excellence in our chat.</p></li> <li dir="ltr"><p dir="ltr">Client accompaniment and resolution of doubts and questions related to our platform. </p></li> <li dir="ltr"><p dir="ltr">Introduction to our users about the benefits that the platform can offer them in their day to day.</p></li> <li dir="ltr"><p dir="ltr">Provide the users with our plans, and which one suits them better for their scenario. </p></li> <li dir="ltr"><p dir="ltr">Collect customer feedback for service improvements and proactivity when suggesting improvements and changes to the platform.</p></li> <li dir="ltr"><p dir="ltr">Provide support and assistance internally, managing incident reports and requests from other departments.</p></li> <li dir="ltr"><p dir="ltr">Collaborate with your colleagues to create and update support resources for enterprise tools, for internal and customer usage.</p></li> </ul><p><strong><em>As a Team Member,</em></strong></p><ul> <li dir="ltr"><p dir="ltr">Build strong internal relationships with your team, to align customer inquiries.</p></li> <li dir="ltr"><p dir="ltr">Work closely with your team to understand objectives and unblock situations.</p></li> <li dir="ltr"><p dir="ltr">Collaborate with other areas to brainstorm and develop a variety of materials.</p></li> </ul><p dir="ltr"><strong><br/></strong><strong>Long story, short: How will be your first days in Metricool?</strong></p><ul> <li dir="ltr"><p dir="ltr"><strong>First month</strong>: For the first few weeks, we will ensure you understand your impact on the team and the business, while learning about the team, the industry, and processes. You will meet every contributor on your team and understand their areas of expertise.</p></li> <li dir="ltr"><p dir="ltr"><strong>First Quarter</strong>: Within the first three months, you will understand your team better, work autonomously, and begin sharing new ideas and creating a more significant impact.</p></li> <li dir="ltr"><p dir="ltr"><strong>To the moon</strong>: After this process, you will become an active team member. You will also understand how to reach objectives and set your strategies based on the company's goals.</p></li> </ul><p dir="ltr"><strong></strong></p><p dir="ltr"><strong></strong></p><p dir="ltr"><strong>Job requirements. You’ll be successful on your mission if you meet the following:</strong></p><ul> <li dir="ltr"><p dir="ltr"><strong>Based in El Salvador.</strong></p></li> <li dir="ltr"><p dir="ltr">Experience: Previous <strong>experience in Customer Support</strong> or a similar position related to customer service. If it is in a <strong>SaaS company and/or the digital marketing sector</strong>, it will be highly valued.</p></li> <li dir="ltr"><p dir="ltr">Education: Degree in Digital Marketing or other <strong>digital marketing education</strong></p></li> <li dir="ltr"><p dir="ltr">Languages: <strong>Fluent/ Advanced level in English and Spanish</strong>. Additional languages are a plus. </p></li> <li dir="ltr"><p dir="ltr">Hard skills, nice to have:</p><ul> <li dir="ltr"><p dir="ltr">Digital marketing knowledge. </p></li> <li dir="ltr"><p dir="ltr">Basic programming knowledge.</p></li> </ul></li> </ul><ul> <li dir="ltr"><p dir="ltr">Soft skills: </p><ul> <li dir="ltr"><p dir="ltr">User-focused approach through active listening, empathy, and patience.</p></li> <li dir="ltr"><p dir="ltr">Effective communication skills to transmit information in a clear, concise and appropriate manner.</p></li> <li dir="ltr"><p dir="ltr">High level of self-management and incident resolution.</p></li> <li dir="ltr"><p dir="ltr">Strong capacity for organization, time management and ability to multitask.</p></li> <li dir="ltr"><p dir="ltr">Team player with the ability to collaborate across different departments.</p></li> </ul></li> </ul><br/><p dir="ltr"><strong>Why will you fall in love with Metricool?</strong></p><ul> <li dir="ltr"><p dir="ltr"><strong>Remote Work En