Job Overview
Associate Customer Care Representative role at Rocket Software.
Fully remote in Costa Rica.
Handles customer inquiries via phone and email with focus on professionalism, empathy, urgency, and a genuine desire to help.
Part of a global remote team; becomes Subject Matter Expert on Rocket Community platform.
Key Responsibilities
- Deliver exceptional customer service via phone and email to customers worldwide.
- Accurately and promptly process customer requests, escalating to manager when necessary.
- Ensure data accuracy by adhering to established guidelines.
- Collaborate across departments for timely and effective resolutions.
- Build and maintain strong relationships with customers and colleagues.
- Provide feedback and suggestions to support continuous process improvement.
- Take on additional responsibilities and projects as assigned.
- Participate in rotating weekend on-call shifts and provide coverage for other shifts as needed.
Experience & Qualifications
- 1–2 years of customer support or engagement experience, ideally with a large multinational software company.
- Strong customer service skills, especially in challenging situations.
Excellent written and verbal communication skills; English fluency is a must.
- Effective organizational, listening, and interpersonal skills.
Strong research, planning, and problem-solving abilities.
- Basic computer and operating system proficiency.
- Experience with Salesforce or other CRM platforms is very helpful.
- Must be able to work standard business hours (10 am – 7 pm local time) as well as rotating weekend on-call shifts and occasional coverage of alternative shifts.
- Alignment with Rocket’s core values: Empathy, Humanity, Trust, and Love.
Benefits & Information
Information security: all individuals responsible for security and protection of company information and IT resources.
Diversity, Inclusion & Equity: Rocket is committed to an inclusive workplace environment.
Rocket Software Inc.
is an equal opportunity employer.
Reasonable accommodation for disabilities provided upon request.
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