Summary:
We are seeking a
Customer Support Specialist (L1 Support)
to provide first-line assistance to insurance clients in a highly sensitive and people-focused environment. This role involves supporting individuals who may be experiencing the loss of a loved one, requiring exceptional empathy, active listening, and emotional intelligence.

The adecuado candidate is a compassionate professional with near-bilingual English proficiency who thrives in customer-facing environments and enjoys helping others. You will be responsible for handling support inquiries, managing tickets, ensuring SLA compliance, and delivering high-quality customer experience while maintaining professionalism and care in every interaction.

Schedule:
11:00 AM - 7:00 PM CST (1:00 PM - 9:00 PM ART), subject to adjustment during U.S. Daylight Saving Time.

Responsibilities:
- Serve as the first point of contact for insurance clients, providing L1 support and assistance.
- Offer empathetic and professional support to individuals experiencing difficult personal circumstances.
- Create, update, track,



and manage support tickets accurately.
- Handle incident tickets and standard service requests following established procedures.
- Perform basic triage and escalate issues when necessary.
- Ensure compliance with Service Level Agreements (SLAs).
- Maintain high levels of customer satisfaction through effective communication and timely follow-up.
- Monitor and contribute to key support metrics.
- Communicate updates clearly and proactively with clients and internal stakeholders.
- Demonstrate reliability, punctuality, and accountability throughout daily operations.

Required Qualifications:
- Advanced to bilingual English proficiency with excellent verbal communication skills.
- Previous experience in customer service, customer support, contact center, client services, or similar customer-facing roles.
- Experience managing basic tickets and resolving straightforward issues.
- Basic knowledge of incident t

📌 Customer Support Specialist (Buenos Aires)
🏢 Aditi Consulting
📍 Buenos Aires