CUSTOMER SUPPORT REPRESENTATIVE Job at Questel, United States

  • Questel
  • United States

Job Description

Customer Support Representative

Key Responsibilities

  • Customer Support & Communication
    • Provide prompt, professional support via email and occasional calls in English and Spanish
    • Manage, track, and resolve support tickets using a ticketing system
    • Assist clients with onboarding and ensure smooth adoption of the platform
    • Deliver product walkthroughs and basic training sessions (EN/ES)
  • Troubleshooting & Coordination Issue
    • Perform initial investigations of reported technical issues (user error vs. platform issue)
    • Document findings clearly and escalate to technical teams when needed
    • Act as a liaison between clients and internal teams, ensuring timely follow-up and resolution
  • Documentation & Knowledge Base
    • Maintain and update Spanish-language user guides based on English documentation
    • Contribute to improving knowledge base content and support workflows

Requirements

  • Education & Experience
    • 1–2 years of experience in customer support or a similar client-facing role
    • Bachelor's degree in business, Communications, IT, or a related field is a plus, but not required
    • Relevant work experience may be considered in place of formal education
  • Skills & Qualifications
    • Fluency in Spanish and English (written and spoken)
    • Experience in a SaaS or tech environment is a plus
    • Familiarity with ticketing systems (e.g. Zendesk, Freshdesk, Jira)
    • Strong written communication skills; ability to explain technical concepts clearly
    • Experience with onboarding or product training is a plus
    • Problem-solving mindset and ability to work with technical teams
    • Strong organizational skills and ability to work independently in a remote setup
    • Reliable internet connection and ability to collaborate with a global team

What We Offer

  • Flexible part-time schedule (4 hours/day, afternoon/late afternoon)
  • Opportunity to grow into a full-time role based on performance and business needs
  • Remote work within an international team
  • Training and onboarding support
  • Competitive compensation aligned with part-time scope

Job Tags

Full time, Part time, Work experience placement, Remote work, Flexible hours

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