Support Analyst – Tier 1

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

📋 Description

• Deliver comprehensive assistance via phone and ticketing systems.

• Collect preliminary information to comprehend and troubleshoot software-related challenges.

• Accurately document relevant details in the ticketing system.

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

• Maintain effective communication with both customers and internal teams.

• Achieve established SLAs for initial response and resolution of support cases.

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

• Escalate tickets when required, based on severity.

• Keep escalation rates low due to proper case hygiene and adherence to SLAs.

• Manage critical responses and escalate cases as needed based on severity.

• Ensure a low rate of unanswered calls.

• Resolve issues in accordance with defined runbooks, policies, and procedures.

• Enhance documentation to broaden the Tier 1 service footprint.

• Utilize active listening, empathy, and emotional intelligence in customer interactions.

• Meet or surpass customer service satisfaction score requirements.

⛳️ Requirements

• Strong customer service aptitude and the ability to manage multiple tasks effectively.

• Excellent analytical, troubleshooting, and problem-solving abilities.

• Capability to prioritize tasks and manage oneself efficiently.

• Quick learner with a desire to expand knowledge in relevant processes and applications.

• Outstanding listening, verbal, and written communication skills, complemented by strong interpersonal abilities.

• A solid sense of teamwork, integrity, and a positive demeanor.

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

• Proficiency in English.

🏝️ Benefits

• An equal-opportunity employer dedicated to fostering inclusion in the workplace.

• Reasonable accommodations will be provided during the recruitment process for individuals with disabilities.