Customer Support (CS) - Brazil

As a Customer Support Agent at Connectly.ai, you will respond to customer inquiries via email or Zendesk, while resolving customer issues and complaints effectively. Your role will also include providing accurate information about products and services, guiding customers through troubleshooting processes, and documenting customer interactions in our HubSpot CRM system.

To apply for the Customer Support position at Connectly.ai, candidates should have at least a B1 level of English and be fluent in Spanish. Excellent communication skills and medium-level Excel skills are also required, along with knowledge of HubSpot to manage customer interactions efficiently.

At Connectly.ai, the work environment for Customer Support Agents is dynamic and fast-paced. Being a remote-first company, you have the flexibility to work from anywhere in the world, which allows you to maintain a healthy work-life balance while being part of a supportive and engaging team.

Yes, Connectly.ai offers several great benefits for the Customer Support role, including competitive pay and bonuses, unlimited time off, flexible working hours, and a supportive culture that values continuous learning and innovation.

Connectly.ai is committed to nurturing a strong culture among its remote employees. The company invests in providing tools and resources to facilitate communication and collaboration, so Customer Support Agents can stay connected and work efficiently, regardless of their location.

Connectly.ai is an amazing place to work due to its mission-driven culture, innovative technology, and commitment to employee growth and success. As a Customer Support Agent, you’ll be surrounded by talented professionals and have the opportunity to contribute to transforming how businesses engage their customers.

Connectly.ai was founded by a team of exceptional professionals, including CEO Stefanos, former global Head of Messenger at Facebook, and CTO Yandong, who previously held the CTO position at Strava. The diverse backgrounds of our founding members enhance our innovative approach and vision.

When faced with a difficult customer issue, I first listened attentively to fully understand the situation. I empathized with the customer's feelings and assured them that I was there to help. After gathering all necessary information, I worked diligently to resolve the issue, keeping the customer updated throughout the process. Ultimately, I turned a negative experience into a positive one by providing follow-up support and ensuring their satisfaction.

During peak support hours, I prioritize tasks by assessing the urgency and complexity of incoming inquiries. I handle critical issues first, ensuring that high-impact problems are solved promptly. For simpler inquiries, I batch them together to address them in a systematic way. This strategy allows me to maintain efficiency and ensure customer satisfaction even during busy times.

To maintain my product knowledge, I regularly engage with product updates, attend training sessions, and utilize internal resources such as documentation and FAQs. I also collaborate with my colleagues to share insights and learn from each other’s experiences. This ongoing learning process enables me to provide accurate and up-to-date information to customers.

When dealing with customer complaints, I first listen actively to their concerns, allowing them to express their frustrations fully. Following this, I validate their feelings, show empathy, and thank them for bringing the issue to my attention. I then focus on collaborating with the customer to find a suitable solution, demonstrating that their satisfaction is my priority.

I have extensive experience using CRM systems like HubSpot to manage customer interactions and ensure accurate documentation. My experience includes tracking customer inquiries, updating records, and utilizing analytics tools to identify trends and improve service quality. This hands-on experience has equipped me to leverage CRM systems efficiently for customer support roles.

To guide customers through troubleshooting processes, I use a step-by-step approach to simplify complex tasks. I listen carefully to their explanations, ask clarifying questions to assess the problem, and provide clear, straightforward instructions at each stage. I also encourage customers to reach out for clarification if needed to promote a sense of collaboration.

Balancing sales and technical knowledge is about understanding the customer’s needs. I apply my technical knowledge to provide accurate information and solutions while also identifying upsell opportunities based on the customer’s requirements. My goal is to support the customer’s objectives while contributing positively to the company's success.

I am motivated by the opportunity to make a positive impact on customers' experiences. Knowing that my assistance can lead to their satisfaction encourages me to go above and beyond. Additionally, working within a team that prioritizes excellence and innovation at Connectly.ai drives my commitment to providing outstanding customer support.

To stay updated on changes in company policies and product offerings, I actively participate in team meetings, training sessions, and internal newsletters. I also collaborate with colleagues to share updates and utilize company forums for real-time discussions about changes. This proactive approach ensures that I am always in the loop and can provide accurate information to customers.

My previous managers would describe my work ethic as dedicated and proactive. I consistently strive for excellence, take initiative in problem-solving, and am always eager to learn and grow. My commitment to teamwork and collaboration has helped build strong relationships with colleagues and foster a positive work environment.