Customer Support Consultant

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee, prioritize, and appropriately address application support requests.

• Engage in effective communication with both customers and colleagues throughout the ticket life-cycle.

• Investigate, diagnose, and resolve software and application issues promptly.

• Handle customer escalations in accordance with established SLAs and support agreements.

• Accurately document incidents, root causes, and resolutions in the ticketing system.

• Proactively identify recurring issues and maintain a centralized knowledge base.

• Ensure compliance with internal processes, quality standards, and security policies.

• Collaborate with global support teams to deliver consistent service across regions.

• Uphold high levels of customer engagement and satisfaction.

⛳️ Requirements

• Demonstrated experience in application or software support within a customer-facing setting.

• Strong analytical and problem-solving capabilities.

• Capacity to prioritize tasks and diagnose as well as resolve complex issues.

• Familiarity with ticketing systems and support documentation is advantageous.

• Excellent communication skills to articulate technical concepts to end users.

• Ability to effectively collaborate with global teams.

• Experience in the mining industry or with mining software is highly regarded.

• ITIL Certifications and relevant experience are desirable.

• Proficiency in both English and Spanish.

• Must be eligible to work in Mexico.

• Candidates must be located in Guadalajara, Jalisco, Mexico.

• Applications must be submitted in English.

🏝️ Benefits

• Permanent full-time employment.

• Remote work arrangement.

• Opportunity to collaborate with global support teams.

• Exposure to innovative mining software solutions.

• Professional experience in mining industry technology and training.