Job description

About Us

Insightful is a market-leading platform for workforce analytics. We process big data, synthesize it into actionable insights, and ultimately provide an easy-to-use product that empowers enterprise customers to improve employee productivity, business processes, and overall staff well-being.

Position Overview

In this position, you will act as the primary contact point for our clients, assisting them with troubleshooting and resolving technical issues as well as providing general customer service. Your strong communication skills, technical knowledge, and dedication to customer satisfaction will be crucial in maintaining and enhancing the quality of the user experience.

Responsibilities

Respond to customer inquiries, ensuring high-quality and professional customer service, following up until resolution.
Handling complex troubleshooting scenarios with professionalism, patience, and understanding via chat or online meetings including screen sharing.
Troubleshoot customer issues, including complex technical problems related to our product, and customers' local environment both independently and in collaboration with our Engineering team.
Document and report issues and resolutions, contributing to our knowledge base and providing insights for continuous product improvement.
Take initiative and identify opportunities for improvement in our customer service processes, providing feedback and suggestions to the team.
Utilize Intercom to maintain efficient and organized customer service operations

You’ll be a great fit for this role if you have:

Native-level Spanish language skills
Exceptional English language skills, both written and spoken
Excellent soft skills, including active listening, problem-solving, and empathy
Technical troubleshooting skills, ideally in both cloud and local environments
Proficient understanding of cloud-based platforms and local Windows and Mac environments
Self-driven, able to work independently, and thrive in a fast-paced startup environment
Proactive mindset, ability to be a team player, and to collaborate effectively with diverse teams
Experience with modern customer support tools for tickets and live chat communications

Bonus points: