Were Hiring! Customer Success Agent (Remote Technical Support) Schedule: Monday to Sunday, from 12:00 p.m. to 10:00 p.m. (Spain time) 7am - 4pm COL Days Off: Wednesday and Thursday - Work Mode: Remote - Language Requirement: Upper-intermediate to advanced English (Level 8.0 to 9.0) Job Description: Were looking for a Customer Success Agent with a technical mindset and a passion for customer service to provide Tier 1 support to users and franchisees. This role is essential for resolving incidents, coordinating with technical services, and continuously improving operational processes. If you have experience in tech support, customer care, and are interested in the laundry or automated services sectorthis opportunity is for you! Key Responsibilities: Incident Management: Resolve basic technical and operational issues within 24 hours. Handle connection failures with payment platforms (Nexa, TPV, postnet, cashkeeper). Escalate complex issues (Tier 2) to specialized teams. Technical Support & Coordination: Provide remote assistance for minor equipment and platform issues. Coordinate with external technical services for washer/dryer malfunctions. Manage spare part shipments and offer initial support for smart systems. Process Optimization: Document recurring issues and suggest improvements. Provide ongoing feedback to enhance customer experience. Cross-Department Collaboration: Work closely with Operations and Marketing teams on customer satisfaction initiatives. Contribute to special projects within Customer Success and the Contact Center. Franchisee Support: Proactively follow up on franchisee requests and ensure effective resolution. Assist with onboarding and system training for new franchisees. Requirements & Skills: Minimum 2 years of experience in customer support. Experience in the laundry or automated services industry is a plus. Familiarity with ticketing systems (Freshdesk), IGEST, Nayax, and payment platforms. Ability to diagnose technical issues and coordinate solutions. Strong communication, organizational, and problem-solving skills. Ability to work independently, multitask, and pay close attention to detail. Proactive, collaborative, and eager to learn. Interested in joining a dynamic, tech-driven, and customer-focused team? Contact us 3125361834 and take your career to the next level!