What are the responsibilities and job description for the Phone Support Specialist position at Holded?
Join the team. Make an impact.
At Holded, we believe that daily admin should never stop a great idea from becoming a success. That's why we create intuitive software to empower anyone who dares to start their own business. Long story short: we want to make business simple.
In order to create cutting-edge products that meet the needs of the sector, talent is essential. We are looking for passion, creativity, and commitment. In return, we offer the same.
The Role
We’re looking for a highly communicative and detail-oriented Phone Support Specialist to join our customer support team. In this role, you’ll provide real-time assistance to our users through phone, helping them navigate Holded’s platform, troubleshoot issues, and offer product-related advice. You’ll be at the forefront of ensuring our customers have a seamless and satisfying experience.
What You’ll Do:
• Respond promptly to customer inquiries via live call (as secondary task, other text-based channels).
• Troubleshoot technical issues, providing clear and concise instructions.
• Guide users through Holded’s features, offering personalized support based on their needs.
• Document customer interactions in our CRM and escalate issues when necessary.
• Identify recurring customer concerns and share insights with the Product and Engineering teams.
• Maintain high levels of customer satisfaction by providing friendly, empathetic, and solution-oriented service
About you
1 year of experience in a Call Center Support or Customer Service role.
Exceptional written communication skills with a focus on clarity and professionalism.
Ability to multitask.
Tech-savvy with a quick ability to learn new tools and platforms.
Basic Knowledge of finance
Strong problem-solving skills and attention to detail.
Native in Spanish but fluent in English.
Extra awesome
Experience in a SaaS or tech support environment.
Familiarity with chat platforms like Intercom, Zendesk, Aircall or Zoom
Basic knowledge of business management software (accounting, invoicing, HR).
What it's like to work with us
Permanent contract
Short work-day on Fridays
26 paid vacation days
Free catered lunch at the office
English/Spanish classes
Referral program
Continuous Training: annual budget for training for each employee
Fully equipped kitchen with snacks, drinks, and fresh fruit
Top-notch work equipment
Office in front of the sea with ping pong, pool table, PlayStation…
Interesting projects and a great work environment
An excellent opportunity to grow with the company
Discounts on a Gym membership
At Holded, we do things a bit differently. There’s no corporate nonsense and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
We didn’t start Holded to be another software company. We started Holded to be epic, and you will be part of it.