Support Analyst, Tier 1

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

📋 Description

• Deliver comprehensive assistance via phone and ticketing platforms.

• Collect initial data to comprehend and resolve software-related concerns.

• Accurately document pertinent information within the ticketing system.

• Evaluate and prioritize support requests, directing them to the appropriate internal teams.

• Maintain effective communication with both customers and internal teams.

• Adhere to established SLAs for initial response and resolution of support inquiries.

• Collaborate with internal teams, external partners, and third-party vendors.

• Elevate tickets to the appropriate teams or support levels when required.

• Address critical responses and escalate cases based on their severity.

• Ensure a low rate of unanswered calls.

• Resolve issues by utilizing established runbooks, policies, and procedures.

• Enhance documentation to improve Tier 1 service.

• Engage with customers using active listening and empathy.

• Achieve or exceed the necessary customer service satisfaction score.

⛳️ Requirements

• Exceptional customer service abilities and capacity to handle multiple tasks.

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Proficient in task prioritization and self-management.

• Quick learner with the ability to expand knowledge in relevant processes and applications.

• Excellent listening, verbal, and written communication skills paired with strong interpersonal abilities.

• Solid sense of teamwork, integrity, and a positive demeanor.

• 0–1 year of experience in technical customer support.

• Proficiency in English.

🏝️ Benefits

• Equal opportunity employer dedicated to workplace inclusion.

• Reasonable accommodations for individuals with disabilities throughout the recruitment process.