Technical Support Specialist

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

📋 Description

• Understand the functionalities of tools and systems provided by PickTrace to enhance customer satisfaction and maximize value.

• Operate effectively in a dynamic environment that necessitates compliance with designated schedules.

• Work collaboratively across departments to continually enhance our product and customer experience in alignment with client needs.

• Inquire and observe client interactions with our product to identify pain points, documenting insights and feedback from clients.

• Communicate detailed observations across teams to effectively represent the voice of the customer (VoC) and collaborate on prompt solutions.

• Provide a premier customer experience by managing and resolving a variety of inquiries through phone, email, and chat, guiding clients patiently to achieve their objectives with PickTrace software.

• Develop training materials and documentation to educate users about our PickTrace product suite, fostering effective adoption and optimal use of our solutions.

• Cultivate relationships with clients to position yourself as a reliable point of contact for inquiries, issues, and feedback regarding our solutions.

• Pursue ongoing improvements from management and colleagues regarding customer service processes to identify strategies that ensure high customer satisfaction levels.

⛳️ Requirements

• Bilingual in English and Spanish.

• Over 1 year of relevant experience (including other customer-facing roles, retail, etc.) along with a High School diploma or equivalent.

• Customer-focused and solution-oriented mindset with a sincere commitment to achieving successful outcomes for clients.

• Exceptional verbal and written communication skills.

• Capable of calmly diagnosing issues and articulating optimal solutions in high-pressure situations.

• Able to adjust communication styles and training methods for users with varying levels of technical expertise.

• Skilled in creating highly detailed instructional materials with clear and concise explanations.

• Strong curiosity and determination when researching and troubleshooting issues to provide answers to client inquiries.

• A self-motivated individual with excellent problem-solving abilities.

• Comfortable addressing concerns with users (from entry level to C-suite) in a dynamic and fast-paced setting.

• Proactive problem solver with robust analytical skills.

• Open to change and promotes it to foster innovation and continuous enhancement.

• Knowledge and/or experience in agriculture is strongly preferred.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Competitive salary and performance-based incentives.

• Health, dental, and vision insurance plans.

• Flexible work hours and remote work options.

• A supportive team environment focused on collaboration and growth.