Call Center Agent

Description

Job Summary: We are seeking a proactive, customer-oriented Customer Success Agent to support our users, resolve inquiries, and ensure an excellent experience with SimplePark—contributing directly to the company’s growth. Key Highlights: 1. Join a young, demanding, passionate, and highly positive team. 2. Be part of a rapidly growing Chilean technology company. 3. Learn about technology, customer experience, and digital operations. CUSTOMER SUCCESS AGENT / CUSTOMER SUPPORT – PUCÓN At **SimplePark, we have not stopped growing**. We are Chile’s largest digital parking operator and already serve **over 600\.000 users**. We are currently looking for our next **Customer Success Agent**, responsible for supporting our users, resolving their inquiries and issues quickly, clearly, and empathetically, and ensuring they enjoy an outstanding experience using SimplePark. We seek someone proactive, customer-focused, with strong communication skills, and eager to join a rapidly expanding team. RESPONSIBILITIES: **1\. Inquiry Handling and Resolution** \- Respond to user inquiries, requests, and complaints via Intercom and other support channels. \- Accurately identify each user’s issue and deliver clear, effective solutions. \- Maintain consistently courteous, empathetic, and solution-oriented communication—even in high-pressure situations. \- Request additional information when necessary to resolve cases correctly. **2\. Ticket Management and Follow-up** \- Review, prioritize, and resolve daily incoming tickets. \- Use the SimplePark backoffice to investigate cases, validate information, and manage resolutions. \- Clearly and thoroughly document all actions taken. \- Track pending cases until resolution and formal closure are confirmed. \- Meet defined response timeframes and service standards set by the team. **3\. Cross-Department Coordination** \- Escalate cases promptly to Technology, Operations, Finance, or other teams when required. \- Coordinate internally to resolve issues related to payments, platform functionality, parking facilities, or other user-reported problems. \- Identify and report recurring errors, frequent complaints, or critical incidents. **4\. Continuous Experience Improvement** \- Apply team-defined protocols, procedures, and standardized responses. \- Collaborate on updating FAQs and our knowledge base. \- Participate in training sessions covering the platform, internal processes, and customer support best practices. \- Contribute ideas to further enhance our users’ experience. **WHAT WE’RE LOOKING FOR:** \- Completed secondary education. \- Ideally, **6 months to 1 year of experience** in customer service, client support, call center, contact center, or similar roles. \- Proficiency with computers and digital tools. \- Ability to work across multiple platforms and systems simultaneously. \- Strong writing skills and proper spelling. \- Genuine customer orientation and sincere desire to help. \- Problem-solving ability and composure under pressure. \- Organization, accountability, and follow-through capability. \- Aptitude for learning new tools and processes. **BONUS** \- Experience with **Intercom, Zendesk, Freshdesk, HubSpot, CRM, or ticketing systems**. \- Experience working with backoffice or internal support platforms. \- Experience in technology companies, mobile applications, payment methods, retail, telecommunications, delivery, or digital services. \- Experience handling high-volume inquiries or customers. **NON-NEGOTIABLES** \- **Positive Attitude:** We seek someone pleasant, empathetic, and enjoyable to work with. \- **Customer Orientation:** A genuine commitment to understanding user issues and finding real solutions. \- **Mindset:** Energy, initiative, and eagerness to learn. \- **Accountability:** Trustworthiness in following through on cases until closure. \- **Solution-Oriented Mindset:** We don’t just want ticket responders—we want problem solvers. **CONDITIONS** \- On-site work in **Pucón**. \- Full-time position. \- Working hours: **09:00–18:00 hrs.** \- Fixed-term contract for the first 3 months, followed by an indefinite contract subject to performance review. **WHY SIMPLEPARK?** \- Join a rapidly growing Chilean technology company. \- Become part of a young, demanding, passionate, and highly positive team. \- Learn about technology, customer experience, and digital operations. \- Directly impact the experience of over **600\.000 users**. \- Be part of a company transforming how people park in Chile. **If you enjoy helping people, solving problems, and want to grow within a thriving tech company—we’d love to meet you.** Salary: $500\.000–$600\.000 per month Work Location: On-site employment