Support Engineer – Digital Front End, Software Solutions

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

📋 Description

• Take independent charge in addressing and resolving intricate technical challenges associated with both hardware and software.

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

• Address questions related to services, products, technical issues, and customer relations, encompassing features, specifications, repairs, and support for both active and discontinued offerings.

• Tackle customer queries based on their entitlements, ranging from warranty matters to essential support services.

• Actively guide customers in preventing or alleviating potential issues, ensuring a high standard of customer satisfaction.

• Diligently record all case details and solutions in Service NOW.

• Maintain regular updates on cases with pertinent information to ensure transparent communication with customers and internal teams.

• Collaborate with the team by sharing issues, solutions, and innovative concepts to cultivate a collaborative and knowledgeable work atmosphere.

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

⛳️ Requirements

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

• Strong analytical and problem-solving abilities with a capacity for independent work.

• Exceptional communication skills, both oral and written.

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

• Ability to handle multiple tasks and prioritize efficiently.

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

• Bachelor's degree in Computer Science, Information Technology, Graphic Design, or a related discipline (preferred).

• Prepress experience is advantageous (Adobe Illustrator, Adobe InDesign, Acrobat).

• Familiarity with Windows OS and Mac OS platforms.

• Certifications in relevant technologies or support methodologies are a plus.

• Experience utilizing remote support tools.

🏝️ Benefits

• Hybrid work environment.

• Comprehensive benefits package.

• Ongoing training and professional development opportunities.