Technical Support Representative

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

📋 Description

• Effectively oversee a high-volume, multi-channel ticket queue within our ticketing system, demonstrating meticulous attention to detail.

• Address all incoming tickets within the internal SLA to ensure prompt acknowledgment for customers.

• Maintain an average resolution time that adheres to internal SLA while ensuring that 100% of active tickets receive a meaningful update every 24 business hours.

• Independently manage and resolve most inbound customer inquiries using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base.

• Implement strict data capture protocols by collecting essential raw technical information—such as Org IDs, User IDs, timestamps, and reproduction steps—to accurately document issues.

• Conduct thorough due diligence and complete necessary technical templates when escalating unresolved issues.

• Proactively identify process gaps, documentation requirements, or emerging product usability challenges to Senior Support and Support Management.

• Cultivate strong cross-functional relationships and collaborate with internal teams to facilitate timely resolutions and support team development.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Support.

• Candidates must reside in Mexico; applications from other locations will not be considered at this time.

• Familiarity with ticketing systems.

• Experience in troubleshooting software as a service (SaaS).

• Intermediate proficiency with the Google Apps suite (such as Docs, Sheets, etc.).

• Experience in live chat and email support channels as well as managing ticket queues.

• Proficiency in real-time troubleshooting, video conference troubleshooting, and remote access troubleshooting ("remote in").

🏝️ Benefits

• Orum Is An Equal Opportunity Employer