Remote Support Engineer – Digital Front End, Software Solutions

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

📋 Description

• Take charge of and resolve intricate technical issues pertaining to both hardware and software independently.

• Deliver expert-level assistance through multiple channels, including incoming customer inquiries and proactive notification systems.

• Address questions related to service, products, technical matters, and customer relations, covering features, specifications, repairs, and support for both current and discontinued products.

• Respond to customer inquiries according to their entitlements, ranging from warranty concerns to mission-critical support.

• Actively help customers in avoiding or alleviating potential problems, ensuring a high degree of customer satisfaction.

• Precisely document all case details and resolutions within Service NOW.

• Ensure regular updates of cases with pertinent information to uphold clear communication with customers and internal teams.

• Share challenges, solutions, and innovative ideas with the team to cultivate a collaborative and knowledgeable work environment.

• Engage in team meetings and contribute to initiatives aimed at continuous improvement.

⛳️ Requirements

• Demonstrated experience in a technical support position, ideally in software solutions.

• Strong analytical skills with the ability to work autonomously.

• Exceptional communication abilities, both verbally and in writing.

• Proficient in support tools and systems, especially Service NOW.

• Capability to manage numerous tasks and prioritize efficiently.

• Customer-centric mindset with a proactive approach to resolving issues.

• A bachelor's degree in Computer Science, Information Technology, Graphic Design, or a related field is preferred.

• Experience in prepress (Adobe Illustrator, Adobe InDesign, Acrobat) is a plus.

• Familiarity with both Windows OS and Mac OS platforms.

• Relevant technology certifications or support methodologies are desirable.

🏝️ Benefits

• Hybrid work environment.

• Comprehensive benefits package.

• Ongoing training and professional development opportunities.