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Tier 1 Customer Support Specialist AMER | San Jose, Costa Rica

Posted: Dec 31, 2020 4:26:42 AM
CloudPay is looking for a reliable Tier 1 Support Specialist to provide customer support to the Americas internal Payroll & Implementation teams, along with our global Client base. The primary focus will be providing support for the AMER region, however there will also be the requirement to assist with APAC and EMEA clients.

The successful candidate will be responsible for supporting and maintaining Global clients. This involves administering both internal and external user access within the CloudPay application suite using our inhouse applications, resolving access issues and assigning payroll queries and updates to the correct teams.

Package and Benefits:
  • Competitive annual salary and benefits package
  • 15 vacation days plus public holidays
  • December bonus (Aguinaldo)
  • Private Medical Insurance
  • Personal and professional development opportunities
  • Friendly working environment
Attributes and Experience Required:
  • Fluent in English
  • Excellent customer service
  • System account administration experience would be desirable
  • Ability to follow User Security procedures and workflow processes
  • Ability to prioritize, work with little supervision and escalate when necessary
  • Strong planning and organizational skills
  • Strong communication skills
  • Excel skills would be desirable
Daily Duties and Main Responsibilities will Include:
  • Dealing with Tier 1 requests via email and telephone
  • Managing tickets using our internal system (ZenDesk)
  • Triaging Payroll queries to the correct teams
  • Provision system access based on client or internal requests
  • Resolving system access issues e.g. password resets
  • Respond to, and drive resolution of incidents and service requests using available information resources
  • Provide assistance during external audits
  • Work on holidays when required

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