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Skills
Analysis Skillsunmatched
Case Managementunmatched
Communication Skillsunmatched
Customer Relationsunmatched
Customer Retention/Renewalunmatched
Customer Satisfactionunmatched
Detail Orientedunmatched
Develop and Maintain Customersunmatched
English Languageunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
Operations Processesunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Quality Metricsunmatched
Resolve Customer Issuesunmatched
Software as a Service (SaaS)unmatched
Systems Administration/Managementunmatched
Time Managementunmatched
Voice Chatunmatched
Writing Skillsunmatched
Description
Job Title: Customer Success Guide- Spanish
Location: Cincinnati, OH
Duration: Fulltime
Skills: ITIL
Salary: 50K-70K/Year
Roles and Responsibilities:
Must Have Technical/Functional Skills
Certified System Administrator (CSA)
ITIL Foundation Certification
Customer Success, IT service management, or SaaS related certifications are an advantage
Roles & Responsibilities
Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
Deliver a professional, empathetic, and consistent experience across all customer interactions.
Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
Identify opportunities to improve customer satisfaction, retention, and product usage.
Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
Participate in consultative conversations aligned to customer goals and outcomes.
Accurately document all customer interactions and actions in the case management system.
Ensure follow ups and case closures are completed within defined service level timelines.
Adhere to quality standards, security requirements, and operational processes.
Strong customer centric mindset with high ownership
Excellent verbal and written communication skills
Ability to simplify technical information for non technical audiences
Structured problem solving and analytical thinking
Empathy, professionalism, and resilience in high volume environments
Attention to detail and process discipline
English: CEFR B2 or higher (mandatory); C1 preferred
Spanish : B2 to C1 (CEFR scale)
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.