Customer Support Representative

JoVE

. Manage large amounts of incoming tickets.

Posted 11/11/2026full-timeRemote • Brazil, Mexico, Argentina, Colombia, Costa Rica, PeruJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on effective communication, problem-solving, and relationship-building. Proficient in using ticketing tools and managing customer inquiries in a fast-paced environment.

Highest-signal resume keywords

Customer Support ExperienceProficient With Ticketing ToolsExcellent Communication SkillsTechnical Diagnostic AbilityAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTechnical Requests HandlingProblem DiagnosisKPI UnderstandingAnalytical Ability

Soft Skills

Interpersonal SkillsOpen CommunicationFlexibilityRelationship BuildingComplaint Resolution

Tools & Technologies

ZendeskJiraSalesforce

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Digital Platform Support24/7 Operational EnvironmentCustomer Interaction RecordsTicket TriageCustomer Engagement

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

A Bachelor’s degree
2+ years of demonstrable experience in customer support roles, ideally supporting users of a digital platform.
Proficient with ticketing tools (Zendesk, Jira, Salesforce).
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

Comp & perks

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