Customer Support Specialist - Mexico City

OverviewAs 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 ResponsibilitiesCustomer SupportProvide prompt and efficient support to clients via phone, email, chat, or client CRM software such as Zendesk.Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.Technical TroubleshootingDiagnose and resolve technical issues related to BPO processes and systems.Collaborate with internal teams to elevate and resolve complex technical problems.Process ImprovementIdentify opportunities for process improvement and efficiency in customer support procedures.Work closely with team members and management to implement enhancements to existing processes.DocumentationMaintain accurate and detailed records of customer interactions, technical issues, and resolutions.Contribute to the development and updating of knowledge bas...