Customer Support Specialist

🌎 Where: Argentina or Colombia - 100% Remote🤝 Type: Full-time, via our employer of recordAbout MarketFully GroupMarketFully has InContent Marketing Agencies that specialize in the managed solutions for the platform: Key Content (multilingual and global content marketing), Social Element (global social media, moderation and community management), and MotionPoint (website translation and localization).MarketFully pairs AI technology with real human expertise to help brands create, adapt, and distribute content that reaches the right people in the right way. The result: stronger connections with global audiences, more engaged communities, and better visibility - all leading to marketing results you can actually measure.The roleMotionPoint makes websites work in every language, and our Support team is the first point of contact when something on a client's site needs attention. As a Customer Support Specialist, you'll own client requests from the moment they arrive: working out what's wrong, documenting it clearly, getting it to the right team, and keeping the client informed until it's fixed.This is a 100% client-facing role. It needs focus, consistency, and confident English, both written and spoken. You'll be dealing directly with clients and their technical teams every day.We're hiring 3 Customer Support Specialists to support MotionPoint clients globally.Schedule and on-callPlease read this section carefully. These hours are a core part of the role.Hours: Full-time, 40 hours per week, Monday to Friday, covering US business hours. (US Eastern Time)Your shift times: Three open shifts, 8:00AM-5:00PM and two 10:00AM-7:00PM US Eastern Time. Argentina and Colombia don't change their clocks, but the US does, so your local hours move by one hour twice a year. See the table below for your local times.On-call (Essential): Once you're fully trained and confident in our processes, you'll join a paid on-call rotation covering evenings, weekends and public holidays.Coverage: Mon–Thu 7:00 PM–7:00 AM ET, Fri 7:00 PM–12:00 AM ET, and weekends from Sat 12:00 AM to Mon 7:00 AM ET, including US holidays. Only Critical and Express cases.Frequency: about 4–5 weeknights a month plus 1–2 weekend days every 4 weeks, as primary or backup.What you'll doManage client requests and reported issues through our ticketing system: triage each case by priority, troubleshoot, and route it to the right team for resolutionWrite clear, detailed reproduction steps in tickets so MotionPoint teams can investigate and fix issues fasterRespond to client emails and phone calls, and join bridge calls with client and partner technical teams to troubleshoot issues that span several organizations and systemsTrack ticket progress to make sure issues are resolved on time, and keep clients updated proactively when timelines change or follow-up is neededTake part in the paid on-call rotation (evenings, weekends and public holidays) once you're up to speedWhat we're looking forYou don't need to be a developer, but you should be comfortable looking under the hood of a website.2+ years in a customer or technical support role, handling a high volume of ticketsConfident using web browsers, Microsoft Office, Salesforce Service Cloud (or a similar ticketing system) and email platformsA working knowledge of HTML.Strong analytical and troubleshooting skills, with the ability to resolve website issues for clients.The ability to explain technical concepts in clear, simple language to different audiences.A client-focused, consultative approach to support and building relationships.Professionalism, autonomy and excellent attention to detail, with real empathy for the people you're helping.Excellent written and spoken English. You'll be speaking with English-speaking clients and their technical teams every day.Availability to work the shift above and take part in the on-call rotation, including evenings, weekends and public holidays.Nice to haveExperience with Salesforce Service Cloud specifically.Experience supporting websites, SaaS products or localization.Spoken and Written Spanish is a plus.Why join usFull training on MotionPoint's technology, processes and toolsPaid on-call rotationFully remoteThe Hiring ProcessThe hiring process for this position will be made up of the following stages:❤️ Culture + Connect Interview – with one of the talent team✨ Skills + Experience Interview – with Mario Ozuna, Director of Customer Support🤝 Final Chat – with Vanessa Lopez, VP of Delivery and Customer ExperienceOur Diversity, Equality & Inclusion CommitmentWe welcome applications from diverse and under-represented groups regardless of background.We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so even if you feel you don’t fulfill all the requirements, we encourage you to apply. We’d love to hear from you.🙂We value divergent thinkers who bring different experiences and viewpoints to MarketFully. We strongly encourage members of under-represented groups to apply.We can also make reasonable adjustments throughout the recruitment process. Please let us know if there is any additional support you may need.How To Apply 🖊️If all this sounds like you, upload your CV or résumé and complete the application form. While a cover letter is optional, we welcome any other way for you to share what draws you to this role and MarketFully Group.We’re excited to receive your application! ❤️