Technical Customer Support Specialist

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

📋 Description

• Address customer inquiries through phone, email, and chat channels.

• Diagnose software and technical issues while providing effective solutions.

• Examine problems, ascertain root causes, and implement resolutions or workarounds.

• Maintain precise records of customer interactions and resolutions within the support ticketing system.

• Develop and update knowledge base articles, FAQs, and internal documentation.

• Refer intricate issues to engineering or product teams when necessary.

• Follow up with customers to confirm that issues have been completely resolved.

• Collaborate with product, engineering, and sales teams to relay customer feedback and opportunities for product enhancement.

• Achieve response and resolution service-level targets while delivering high-quality support.

• Stay updated on product modifications, features, and industry best practices.

• Manage support requests across various communication channels.

⛳️ Requirements

• Proficient English communication skills, both written and verbal.

• Prior experience in customer support, technical support, help desk, or a similar position.

• Strong troubleshooting and problem-solving skills.

• Exceptional organizational abilities and attention to detail.

• Capability to articulate technical concepts clearly to non-technical users.

• Comfortable with learning software applications and technical systems.

• Stable internet connection and suitable remote work environment.

• Experience with SaaS or software products is preferred.

• Familiarity with ticketing systems and customer support tools is preferred.

• Experience in creating documentation, FAQs, or knowledge base content is preferred.

🏝️ Benefits

• Fully remote position.

• Stable company with a long-standing customer base.

• Supportive and experienced team environment.

• Opportunities to learn, grow, and enhance your technical skills.

• Direct impact on customer success and product improvement.