Digital Consumer Support Representative

About the role

Flash is looking for a motivated, bilingual Digital Consumer Support Representative to join its hybrid team in Santo Domingo. You will act as a trusted advisor for customers, handling inquiries across phone, email and chat while delivering seamless, high‑quality experiences.

Key responsibilities

• Respond to customer inquiries via phone, email and chat in a professional, timely manner.
• Meet or maintain service level agreements (SLAs) and production standards.
• Troubleshoot issues using internal knowledge bases and identify appropriate solutions.
• Communicate clearly, demonstrate empathy and build rapport with customers.
• Research and resolve complex problems, escalating to senior staff when needed.
• Document all interactions accurately in the case management system.
• Contribute positively to the team environment and perform any additional duties as assigned.

Required profile

• Minimum 1 + year of customer service experience.
• Bilingual fluency in Spanish and English (written and spoken).
• High school diploma or equivalent.
• Basic technical troubleshooting skills and familiarity with iOS and Windows environments.
• Strong problem‑solving, analytical, communication and collaboration abilities.

Required skills

• iOS
• Windows
• Salesforce (experience a plus)
• Google Suite (Docs, Sheets, Gmail, etc.)
• CRM platforms such as Zendesk or Freshdesk (experience a plus)