Customer Support Representative

🔥 14 minutes ago

🌐 Brazil, Mexico, +4 more countries – Remote

🇧🇷 Brazil – Remote 🇲🇽 Mexico – Remote 🇦🇷 Argentina – Remote 🇨🇴 Colombia – Remote 🇨🇷 Costa Rica – Remote 🇵🇪 Peru – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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JoVE

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2006

📚 Education

🔬 Science

Education • Science

JoVE is a video-first platform that produces and distributes peer-reviewed scientific and educational video content demonstrating laboratory methods, experiments, and science concepts. Used by universities, research institutions, and companies, JoVE provides thousands of protocol videos and educational products (JoVE Journal, JoVE Science Education, JoVE Core, JoVE Lab Manual, etc. ) to support research reproducibility and science teaching across life sciences, physical sciences, engineering, and related fields.

📋 Description

• Manage large amounts of incoming tickets. • Provide support to answer inquiries on products. • Accept and handle technical requests. • Triage tickets to the other teams. • Follow communication procedures, guidelines and policies. • Provide accurate, valid and complete information by using the right methods/tools. • Build sustainable relationships and trust with customers through open communication. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • Keep records of customer interactions, process customer accounts and file documents. • Take the extra mile to engage customers. • Perform other specific duties or assignments as directed by Team Manager. • Provide front-line support for JoVE products to external customers and internal employees in a 24x7 support operation.

🎯 Requirements

• A Bachelor’s degree completed • 2+ years of demonstrable experience in customer support roles, ideally supporting users of a digital platform. • Proficient with ticketing tools (Zendesk, Jira, Salesforce). • Advanced/Professional English • Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English. • Ability to communicate with both technical and non-technical personnel in a clear and easy fashion. • Basic understanding of KPIs and Metrics. • Attention to detail is key to this position. • Must be able to accommodate flexible work schedules based on business needs. • Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills. • Willingness to work in a 24/7 operational environment, five days per week, with flexibility to work weekends as part of the regular schedule.

🏖️ Benefits

• A competitive compensation package. • You will make a direct impact in accelerating science research and education. • Opportunity to work with global teams and in an environment that promotes innovation and collaboration. • Our strong promotion from within culture draws a clear path to advance your career with us