Product Support Specialist I

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

📋 Description

• Manage up to eight new cases daily through email, phone, chat, and a self-service portal — the majority of issues are transactional and can be resolved in one or two steps.

• Receive inbound phone calls in English, troubleshoot issues in real-time, and occasionally conduct quick video calls to collaboratively resolve issues by viewing the customer's screen.

• Acquire comprehensive knowledge of our e-billing application; once you have gained this expertise, you will be authorized to administer the platform directly, enhancing your responsibilities.

• Document every interaction meticulously in Salesforce, ensuring that case records are accurate and easily accessible for the entire team.

• Prioritize cases based on SLA and severity, communicate necessary workarounds, and identify patterns that the team should be aware of.

• Participate in our after-hours on-call rotation (specific frequency will be discussed during interviews).

• Contribute to a team culture that is still evolving — we seek individuals who ask questions, share knowledge, and support one another.

⛳️ Requirements

• Proficient in English — both written and spoken.

• A minimum of one year of experience in a customer-facing position, preferably involving phone or live support in English.

• Strong written communication skills — able to convey messages clearly, professionally, and accurately without relying on templates for every correspondence.

• Ability to work independently and manage your own workload without close supervision.

• Detail-oriented: you pay attention to the nuances that clarify a case.

• Honest and straightforward — trust is crucial in our close-knit remote team.

• Familiarity with Salesforce or any ticketing/CRM system (we are willing to train the right candidate from the ground up).

• Bilingual in Spanish and English — this is a valuable asset for assisting customers when needed.

• Basic proficiency in Microsoft Excel.

• Comfortable with Windows OS and Microsoft Office applications.

🏝️ Benefits

• Opportunity for remote work.

• A work culture that promotes individual excellence.

• Access to learning opportunities.

• Commitment to diversity and inclusion within the workplace.