Summary:

FLASH is looking to add a motivated and customer-centric Digital Consumer Support Agent to join our team. In this role, you'll become a trusted advisor for our valued customers. You'll be the one they turn to to resolve their inquiries and concerns. Through exceptional interactions, you'll craft positive customer experiences built on clear communication, efficient problem-solving, and unwavering integrity.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Meet or maintain SLAs and production standards.
• Troubleshoot customer issues and identify appropriate solutions using our internal knowledge base and resources.
• Effectively communicate with customers, demonstrating empathy and building rapport.
• Research and resolve complex customer issues, escalating to senior representatives when necessary.
• Document interactions and maintain accurate customer records in the case management system.
• Contribute to a positive and supportive team environment.
• Any and all duties as assigned.

Required Skills:

• 1+ years of customer service experience.
• 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.
• Proficiency in the Google Suite (Docs, Sheets, Gmail, etc.).
• Experience with a CRM platform (e.g., Salesforce, Zendesk, Freshdesk). Familiarity with Freshdesk is a plus

Location: Santo Domingo, Dominican Republic; Hybrid (3 days at home 2 days on office)

Schedule:

2 schedule options

Thurs-Mon 11am-8pm // Tue-Wed OFF

Thurs-Mon 3pm-12pm // Tue-Wed OFF

Both schedules observe daylight savings time

*Subject to change as per operational efficiencies/need

Travel: 0%

Language: Spoken and written fluency in English and Spanish required

Company Benefits and Perks:

• Hybrid schedule at our new office in Metro Plaza
• Private Medical Insurance (Humano) – supplemental coverage
• Gym & Meal subsidies to support work–life balance
• Competitive salary + annual base bonus
• Vacation bonus and all legal Dominican benefit