Call Center Agent

Description

Job Summary: We are seeking a proactive, customer-oriented Customer Success Agent to support SimplePark users, resolve their inquiries, and ensure an excellent experience while joining a fast-growing team. Key Highlights: 1. Join a young, demanding, passionate, and highly positive team. 2. Learn about technology, customer experience, and digital operations. 3. Be part of a rapidly growing Chilean technology company. 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**, who will be responsible for supporting our users, resolving their inquiries and issues quickly, clearly, and empathetically, and ensuring they have an excellent 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** \- Handle user inquiries, requests, and complaints via Intercom and other support channels. \- Accurately identify each user’s issue and pursue a clear and effective solution. \- Maintain consistently courteous, empathetic, and solution-oriented communication—even in high-pressure situations. \- Request additional information when necessary to properly resolve a case. **2\. Ticket Management and Follow-up** \- Review, prioritize, and resolve incoming tickets daily. \- Use the SimplePark backoffice to investigate cases, validate information, and manage solutions. \- Clearly and thoroughly document all actions taken. \- Follow up on pending cases until resolution and closure are confirmed. \- Meet defined response times and service standards set by the team. **3\. Cross-Team Coordination** \- Escalate cases requiring support from Technology, Operations, Finance, or other teams in a timely manner. \- 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. \- Contribute to updating FAQs and our knowledge base. \- Participate in training sessions on the platform, internal processes, and customer support practices. \- Suggest ideas to further improve 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 spelling accuracy. \- Customer orientation and genuine desire to help. \- Problem-solving ability and composure under pressure. \- Organization, accountability, and follow-up capability. \- Aptitude for learning new tools and processes. **BONUS** \- Experience using **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 volumes of inquiries or customers. **NON-NEGOTIABLES** \- **Positive Attitude:** We seek someone pleasant, empathetic, and enjoyable to work with. \- **Customer Orientation:** Genuine concern for understanding users’ issues and finding solutions. \- **Mindset:** Energy, initiative, and eagerness to learn. \- **Accountability:** Trustworthiness in following through on cases to completion. \- **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 contribute to 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 technology company, we’d love to meet you.** Salary: $500\.000–$600\.000 per month Workplace: On-site employment