This position is based in Ansira’s Medellín, Colombia office and requires full-time in-office attendance, with the possibility to transition to a hybrid work arrangement based on performance and tenure. Shifts are 8.5 hours and may be scheduled anytime between 9:00 AM and 8:00 PM. Candidates must be flexible and available for varying shifts within this time frame, including rotating schedules. This role observes the US holiday schedule, but will be compensated for working on weekday Colombian holidays.
Duties/Responsibilities:
Interact with partners daily to support their use of Ansira’s marketing platform and programs via phone, chat and email
Achieve and maintain deep proficiency in Ansira technology through regular education and training
Assist partners with placing orders, enrolling in automated programs, and resolving technical issues
Manage support tickets using approved systems (e.g., Zendesk/Salesforce): categorize, respond, and follow through on partner requests
Accurately track time spent on support activities using department tools
Communicate with team members, leads, managers, and client relationship managers to identify user needs and recommend platform enhancements
Meet or exceed key departmental performance indicators such as customer satisfaction, response times, and call pick-up rates
Essential Duties and Responsibilities:
Strong customer service orientation and exceptional oral and written communication skills in English
Previous experience working with American companies and understanding of U.S. business culture
Friendly, engaging, and professional personality with the ability to build rapport in writing and speech
Demonstrated ability to multi-task, problem solve, and apply creativity and resourcefulness
Confident in handling customer objections and driving successful outcomes
Quick learner, adaptable to new technologies, systems, and marketing concepts
Strong organizational and time management skills; able to manage procedural tasks and workflows efficiently
Effective team player, collaborative and approachable
Capable of assisting business partners in program enrollment, order placement, and troubleshooting technical issues
Key Competencies:
Excellent Oral and Written Communications in English
Judgment/Decision Making
Resourcefulness/Initiative
Multi-tasking/Prioritizing
Stress Management
Listening
Customer Focus
Team Collaboration
Ability To Work Independently
Energy and Drive
Education and Experience:
Associate degree or higher.
Experience in a customer support role or a related role in American process.
Marketing/Media familiarity a plus.
