Remote Customer service Jobs · Costa Rica

The FinCare Coordinator I manages follow up of Smartsheet FinCare team inbound Customer service ticket queries, phone calls, and voicemails and will be the first line of interaction with all Finance queries regarding Smartsheet. The FinCare Coordinator 1 helps with customer questions, employee inquiries, and other assignments.

As a Senior CEM, you will be the primary point of contact for a portfolio of accounts, responsible for ensuring ongoing customer satisfaction, platform adoption, and renewal execution. Senior CEMs are the operational and strategic champions of customer value, partnering closely to deliver a world-class experience. This role is ideal for someone with experience managing complex customer relationships in cybersecurity or SaaS environments.

As a Customer Support Level 2 Regular, you will handle a wide range of inbound customer inquiries, serving as a primary problem-solver for complex issues. You're expected to independently resolve most issues, ensuring customer satisfaction through empathetic communication and deep product knowledge, adapting to diverse customer needs.

Handle service contract, account access, license issues, and non-technical customer inquiries. Review and improve non-technical customer service processes. Meet customer service support metrics. Interface with various SonicWall teams to resolve customer issues. Ensure comprehensive issue documentation, screen incoming calls, and assist with ticket creation. Verify entitlement and route customers to technical support. Identify and resolve cloud service issues.