Summary:

Flash is seeking a Client Services Representative to provide exceptional remote support to our clients through managing inbound calls and emails. This role is pivotal in ensuring customer satisfaction by answering and resolving basic product operational support questions, processing part orders, and dispatching technicians. Located in Santo Domingo, Dominican Republic, this role is hybrid, requiring three days in the office.

Responsibilities:

• Provide remote applications support via email and phone.
• Assist customers with basic software and hardware troubleshooting
• Accurately document customer interactions (calls, follow-ups, escalations, reporting) Flash ticketing system.
• Prioritize and manage customer inquiries to ensure the most urgent cases receive timely attention and service levels are consistently met.
• Escalate complex issues that cannot be resolved at the frontline, while providing clear documentation to enable faster resolution by the next support tier.
• Contribute to the client knowledge base by documenting common requests, incidents, resolutions, and work-arounds — helping both customers and teammates solve problems more efficiently.

Required Skills:

• 2+ years of customer service or technical support experience (technology, SaaS, or help desk preferred).
• Bi-lingual in Spanish and English, written and spoken.
• High School diploma or equivalent.
• Basic technical troubleshooting skills.
• Knowledge of iOS and Windows PC environments.
• Experience with Salesforce is a plus.
• Proficient problem-solving and analytical skills.
• Strong communication and collaborative skills.