Loadsmart

Customer Support Analyst, Argentina

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Job Description

We are looking for a Customer Support Analyst to join our team remotely! We are seeking someone proactive, data-driven and who thrives in a dynamic and fast-paced global company.
 
In this role, you will be responsible for Level 1 support, assisting customers across various channels while contributing to process improvement and escalation workflows. You are highly customer-focused and will ensure that all customer issues are tracked, followed up on, and resolved efficiently.
 
DEPARTMENT: Account Management 
LOCATION: Argentina (Remote)
 


WHAT YOU GET TO DO:
  • Provide timely and effective responses to customer inquiries and issues
  • Own and resolve complex logistics and SaaS customer issues
  • Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations
  • Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution
  • Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests
  • Develop and contribute to internal knowledge bases and customer help center content
  • Identify patterns in customer issues and proactively suggest process improvements

    • REQUIRED QUALIFICATIONS:
  • 2+ years of Experience in Customer Support for SaaS companies
  • 2+ years of experience in Logistics, TMS or similar
  • Advanced written and spoken English and Spanish communication skills
  • Experience using ticketing systems (Zendesk preferred)
  • Strong analytical, troubleshooting, and problem-solving skills
  • Ability to assess and prioritize urgent or potentially urgent issues
  • Confidence in communicating with customers, even when delivering unfavorable news
  • Proven ability to learn and master new products quickly
  • Experience creating educational content for customer help centers
  • Ability to build and maintain an internal knowledge base to support internal teams
  • Customer-focused mindset with a commitment to delivering an outstanding experience
  • A proactive and initiative-driven approach to learning and improvement

    • Apply Now
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