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**Descripción del puesto**\n\n\n\nEl Especialista en Atención al Cliente desempeña un papel fundamental para garantizar una experiencia de aprendizaje fluida, brindando apoyo integral a estudiantes y familias exclusivamente a través de canales digitales. Este entorno dinámico y orientado a una misión requiere una persona meticulosa y resolutiva, apasionada por ayudar a otros a aprender. Este puesto es ideal para personas empáticas que sobresalgan en la comunicación escrita y se desenvuelvan bien en un entorno de soporte dinámico sin voz.\n\n \n\n**Acerca de Nerdy:**\n\n\n\nEn Nerdy (NYSE: NRDY) \\- la empresa detrás de Varsity Tutors \\- estamos rediseñando el modelo tradicional del aprendizaje. Nuestra plataforma Live \\+ AI™ combina experiencia humana en tiempo real con sistemas propios de inteligencia artificial generativa, estableciendo un nuevo estándar de impacto académico medible a escala global.\n\n\n\nContratamos a ese tipo de tecnólogos y operadores en quienes apostarías como fundadores independientes \\- personas que transforman problemas ambiguos en código funcional, iteran más rápido que los mercados y aumentan su ventaja con cada punto de datos. En una era donde los empleados destacados pueden ofrecer 10 veces más valor que los buenos promedio, respaldamos a quienes juegan para ganar.\n\n\n\nLa fortuna favorece a los audaces. Únete a nosotros.\n\n\n**Cómo competimos:**\n\n\n* **Nativo de IA en todos los niveles** \n\nDesde el director ejecutivo hasta nuevos contratados, todos construyen e implementan con inteligencia artificial generativa. Si no estás utilizando IA, aún no has terminado.\n* **Velocidad emprendedora** \n\nMuévete a la velocidad de un fundador, prototipa en horas y mide resultados reales con usuarios. Los equipos lentos mueren.\n* **Rigor de mercado libre** \n\nLas ideas triunfan o fracasan según su mérito y resultados \\- sin comités, sin política interna, sin límite en el potencial.\n* **Propiedad integral (Full\\-stack)** \n\nDiseñas, construyes y gestionas lo que implementas; la responsabilidad es una característica, no un error.\n* **Recompensa por contribución** \n\nLa remuneración aumenta con el impacto, no con los años. Los resultados excepcionales obtienen recompensas proporcionales. Evaluamos tanto ***lo que*** logras como ***cómo*** lo logras: vivir nuestros principios de liderazgo y usar eficazmente la IA se miden formalmente y se recompensan.\n* **Exploración constante** \n\nImpulsa los límites de la IA generativa en el aprendizaje en vivo y \\- porque solo los paranoicos sobreviven \\- cuestiona todas las suposiciones tradicionales en el camino.\n* **Sin sesgos políticos** \n\nTe mantienes enfocado en resultados alineados con la misión, sin distracciones ni causas ajenas.\n\n\nSi eres alguien técnico y proactivo que prospera en la competencia abierta, la responsabilidad personal y la oportunidad de redefinir cómo el mundo aprende \\- mientras expandes continuamente los límites de lo que puede hacer la IA generativa \\- ven a realizar el trabajo más ambicioso y gratificante de tu carrera aquí. Más información en nerdy.com.\n\n \n\n**Las cartas a los accionistas de Nerdy explican nuestros productos y estrategia más recientes:**\n\n\n* Carta al Accionista Q3\\-2025\n* Carta al Accionista Q2\\-2025\n* Carta al Accionista Q1\\-2025\n\n### **Principales responsabilidades**\n\n\n\nComo Especialista en Atención al Cliente, tú:\n\n\n**Brindarás soporte digital integral:**\n\n\n* Gestionarás un alto volumen de consultas entrantes mediante SMS, chat en vivo y correo electrónico dentro de nuestra plataforma de aprendizaje (no se requiere soporte telefónico).\n* Mantendrás un estilo de escritura claro, conciso y amigable que aumente la confianza y satisfacción del cliente.\n* Responderás y resolverás problemas rápidamente y con precisión a través de canales escritos.\n\n\n**Resolverás problemas técnicos y de cuenta:**\n\n\n* Diagnosticarás y resolverás problemas en la plataforma, dificultades de acceso a cuentas, consultas sobre facturación y pagos, y preguntas relacionadas con productos.\n* Escalarás problemas técnicos o no resueltos a los equipos internos correspondientes según los procesos establecidos.\n* Encontrarás soluciones para familias respecto a productos educativos, incluyendo tutoría individual, clases en línea y evaluaciones adaptativas.\n\n\n**Impulsarás la calidad y mejora de procesos:**\n\n\n* Llevarás registros precisos de las interacciones en nuestro sistema CRM, realizando seguimientos adecuados cuando sea necesario.\n* Identificarás problemas recurrentes y sugerirás mejoras en procesos o contenidos para reducir la frecuencia de contactos.\n* Implementarás activamente retroalimentación y coaching para mejorar la calidad y eficiencia del soporte.\n\n### **Requisitos**\n\n\n\nBuscamos personas que posean:\n\n\n* **Dominio fluido del inglés** (hablado y escrito) con excelentes habilidades de comunicación escrita.\n* **Más de 2 años de experiencia** en roles de atención al cliente o servicio de ayuda basados en chat, SMS o correo electrónico.\n* Capacidad demostrada para diagnosticar y resolver problemas de clientes por escrito con claridad y profesionalismo.\n* Alta empatía y paciencia; capaz de brindar soporte con un tono positivo en interacciones digitales.\n* Excepcional atención al detalle y capacidad para trabajar de forma independiente como autogestor.\n* Capacidad para manejar múltiples tareas eficazmente, gestionando varias conversaciones simultáneamente.\n* Comodidad al realizar todas las funciones del trabajo en una computadora portátil o de escritorio.\n* Acceso confiable a internet de alta velocidad (**100 Mbps de descarga, 25 Mbps de subida**) mediante conexión ethernet cableada (sin Wi\\-Fi, satélite ni hotspot/celular).\n* Un entorno de trabajo silencioso que favorezca la concentración.\n\n### **Requisitos preferidos**\n\n\n* Experiencia profesional en reclutamiento, educación, servicio al cliente, comercio minorista o cualquier otro entorno dinámico.\n* Título de asociado o superior.\n* Experiencia con Zendesk, Slack y herramientas de soporte con IA.\n\n### **Horario de trabajo**\n\n\n* Disponibilidad para trabajar tiempo completo (40 horas por semana).\n* Se requiere disponibilidad en horarios nocturnos, fines de semana y feriados según turnos disponibles.\n* El horario operativo es de **7:00 AM \\- 9:00 PM CDT**.\n\n\n**Desarrolla todo tu potencial en Nerdy:**\n\n\n\nÚnete a nuestra red global \\- trabaja de forma remota, gana salarios competitivos en dólares estadounidenses y construye el futuro del aprendizaje junto a un equipo de alto rendimiento centrado en la IA:\n\n\n* **Oportunidad competitiva:** Compensación líder en el mercado ($12/hora USD), con oportunidades de crecimiento basadas en el desempeño, donde los resultados impulsan las recompensas.\n* **100% remoto:** Trabaja desde cualquier lugar de tu país de residencia.\n* **Tiempo libre flexible:** Coordina con tu equipo tus ausencias planificadas, manteniendo nuestro sistema global funcionando sin interrupciones.\n* **Aprendizaje continuo:** Una membresía de aprendizaje completamente pagada para ti y miembros de tu familia inmediata \\- incluyendo tutoría individual, clases ilimitadas bajo demanda y acceso completo a toda la plataforma. 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Con tecnología de punta, enfoque en la **calidad** y el **cuidado del medio ambiente**, impulsa el desarrollo de todo el continente ️ \n\n\n\n**¿Qué buscamos?**\n\nGraduados o próximos a graduarse de **Ingenieria Mecánica o Electromecánica** para sumarse al equipo de **Laminación en Frio**, dentro del marco de nuestro **Jóvenes Profesionales.** \n\n\n\nModalidad full\\-time, en nuestra planta de **Ensenada.** \n\n\n\n**Principales responsabilidades:**\n\n✔️ Asegura el seguimiento, control, ajustes, calidad y modificaciones sobre las desviaciones de los resultados operativos. 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