The Customer Support Specialist is responsible for providing timely and accurate assistance to customers, Sales Representatives, and internal business partners regarding account, invoice, payment, and system-related inquiries.

This position requires strong customer service, problem-solving, communication, and organizational skills. The Specialist researches requests, provides information and solutions, maintains accurate records, assists with payment platform inquiries and troubleshooting, and escalates complex matters to the appropriate team when necessary.

The successful candidate will be comfortable working in a fast-paced environment, managing a continuous volume of customer requests throughout the workday while maintaining a high level of accuracy and service.

Key Responsibilities

• Respond to and resolve customer, Sales Representative, and internal stakeholder inquiries in a timely and professional manner.
• Research customer account information to identify appropriate solutions.
• Assist with invoice retrieval and invoice-related inquiries.
• Collect and validate payment information when required.
• Assist customers with payment platform inquiries and basic troubleshooting.
• Maintain accurate and up-to-date customer information in company systems.
• Document customer interactions, requests, actions taken, and resolutions accurately.
• Research and resolve account-related issues according to established procedures.
• Escalate complex or unresolved requests to the appropriate team or business partner.
• Collaborate with internal departments to facilitate effective resolution of customer requests.
• Maintain a customer-first approach and provide a high level of service.
• Follow established procedures, validation requirements, documentation standards, and service expectations.
• Manage multiple customer requests and priorities in a high-volume environment.
• Provide consistent customer support throughout the assigned shift.

Work Schedule

• Monday through Friday: 10:00 a.m. – 7:00 p.m. Costa Rica Time
• Breaks and lunch periods are assigned according to business needs. Candidates must be available to work the full assigned schedule and provide continuous customer support throughout the shift.

Qualifications

• High School Diploma required; Technical Degree, Associate Degree, or university studies in Business Administration, Customer Service, Commerce, Management, or a related field preferred. An equivalent combination of relevant education and experience may be considered.
• 1–2 years of relevant professional experience in customer service, customer/account support, shared services, billing/payment support, order management, or back-office operations.
• Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies.
• Previous experience supporting customers or internal business partners in a high-volume environment is preferred.
• Experience researching and resolving customer account, invoice, payment, or system-related inquiries is desirable.
• Experience documenting interactions and maintaining customer information in business systems is preferred.
• Experience with CRM, ERP, case-management, or customer service platforms is an advantage.

Skills

• Strong customer service orientation.
• Strong verbal and written communication skills.
• Effective problem-solving and research skills.
• High attention to detail and accuracy.
• Ability to follow established procedures and validation requirements.
• Ability to manage multiple requests and priorities effectively.
• Strong organizational and time-management skills.
• Ability to communicate professionally with customers and internal stakeholders.
• Ability to collaborate effectively across different teams and business functions.
• Sound judgment and ability to recognize when an issue requires escalation.
• Proficiency with Microsoft Office applications.
• Experience with Salesforce, Cora, or comparable business systems is preferred.

Benefits:

• This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available