Customer Service Representative
Job Location:
Buenos Aires - Argentina
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Remote US Business Hours (ESTPST)
Youll collaborate cross-functionally with Customer Success Engineering Product and Contract Operations to resolve technical issues and identify recurring trends. Youll become the go-to person for technical challenges that dont require engineering-level intervention but are critical to customer success.
This role is ideal for someone with strong customer empathy a solid technical background experience with ERP systems (e.g. NetSuite QuickBooks) comfort working in ambiguity and a genuine interest in solving complex problems.
- Resolve complex support issues via email Slack and chat providing fast clear and accurate responses.
- Own ticket triage and prioritization identifying root causes and escalating issues appropriately.
- Troubleshoot technical issues related to invoicing payments integrations (e.g. QuickBooks NetSuite Stripe) and customer data workflows.
- Identify patterns and recurring issues providing actionable insights to Product and Engineering.
- Educate and empower customers by proactively guiding them on best practices.
- Collaborate with Customer Success Engineering Product and Contract Operations to ensure high-priority issues are addressed efficiently.
- Contribute to internal documentation improve processes and reduce repeated inquiries.
- Take ownership beyond issue resolution by identifying trends driving improvements and proactively preventing recurring issues.
A high-value customer reports a data mismatch between the platform and their ERP. You quickly diagnose the issue extract and format the necessary data work with the Engineering team to implement a fix and ensure all pending invoices are processed the same day.
A customer experiences payment failures due to a payment system integration issue. You investigate the logs determine the root cause work with Engineering to resolve it and guide the customer through the necessary steps to prevent future failures.
After noticing a pattern of customers struggling with invoice readiness settings you create an internal playbook and proactive educational materials to reduce recurring support tickets.
- 15 years of experience in a support technical support or customer success role preferably in a SaaS or fintech environment.
- Exceptional problem-solving skillsyoure resourceful detail-oriented and able to think on your feet.
- Strong technical aptitude with experience troubleshooting APIs ERP systems or payment-related issues.
- Accounting knowledge is a plus.
- Excellent written and verbal communication skills with the ability to break down complex topics into clear customer-friendly explanations.
- Ability to manage a high volume of tickets while maintaining high-quality responses.
- Experience with ticketing systems such as HubSpot Zendesk Pylon or similar platforms as well as creating self-service content.
- SQL or data-querying experience is a plus.
- Ability to thrive under pressure quickly assess problems and deliver solutions in real time.
- Experience working in a fast-paced startup or technical environment is preferred.
