Agente de Servicio al Cliente y Soporte Técnico (Seguros)

Placements24; Región Centro; Hybrid; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Hybrid work model

Bonuses

Job summary

Placements24 is seeking a highly responsive Agente de Servicio al Cliente y Soporte Técnico to join our Guadalajara team. The role blends customer service excellence with basic technical assistance for insurance platforms and digital tools.

The position operates in a hybrid model, balancing remote work with in-office collaboration. The ideal candidate has strong communication skills, patience, and problem-solving abilities to guide customers through online processes and resolve issues

Qualifications

• High school diploma or equivalent is required; associate degree preferred.
• Experience in customer service and/or technical support.
• Familiarity with insurance platforms is a plus.
• Excellent communication and problem-solving skills.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding insurance products and digital platforms.
• Provide first-level technical support for online portals, mobile applications, and other digital tools.
• Troubleshoot and diagnose common technical issues, guiding users through step-by-step solutions.
• Escalate complex technical problems to the appropriate support teams or IT specialists.
• Assist customers with policy-related questions, account management, and general inquiries.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify opportunities to improve customer experience and streamline support processes.
• Collaborate with team members to share knowledge and best practices.
• Maintain a high level of customer satisfaction through efficient and empathetic service.

Skills

Customer service

Technical support

Problem solving

Communication

Education

High school diploma or equivalent

Associate degree preferred

Tools

CRM system

Microsoft Office

Digital platforms

Job description

About the Role

Our client is seeking a highly responsive and technically adept Agente de Servicio al Cliente y Soporte Técnico to join their team in Guadalajara, Jalisco . This role combines excellent customer service skills with the ability to provide basic technical support related to our client's insurance platforms and digital tools. You will be responsible for assisting customers with inquiries, troubleshooting common technical issues, guiding them through online processes, and resolving problems efficiently. The ideal candidate is patient, possesses strong communication skills, and enjoys helping others navigate technology. This position operates on a hybrid model, allowing for a balance between remote work and in-office collaboration. We are looking for an individual who is passionate about customer satisfaction and has a knack for problem-solving in a support environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding insurance products and digital platforms.
• Provide first-level technical support for online portals, mobile applications, and other digital tools.
• Troubleshoot and diagnose common technical issues, guiding users through step-by-step solutions.
• Escalate complex technical problems to the appropriate support teams or IT specialists.
• Assist customers with policy-related questions, account management, and general inquiries.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify opportunities to improve customer experience and streamline support processes.
• Collaborate with team members to share knowledge and best practices.
• Maintain a high level of customer satisfaction through efficient and empathetic service.

Requirements

• High school diploma or equivalent; technical certifications or associate degree preferred.
• Proven experience in customer service and/or technical support roles.
• Familiarity with insurance industry terms and processes is a plus.
• Excellent communication, listening, and problem-solving skills.
• Proficiency in using computers, common software applications (e.g., Microsoft Office), and navigating digital platforms.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Comfortable working in a hybrid environment, with periods of remote and in-office work.
• Adept at learning new technologies and tools quickly.

Benefits

• Our client offers a competitive salary, potential for performance bonuses, and a comprehensive benefits package including health insurance, life insurance, and retirement savings options.
• You will benefit from ongoing training and development opportunities to enhance your technical and customer service skills.
• The hybrid work arrangement provides flexibility and supports a healthy work-life balance.
• Join a dynamic team and grow your career in a customer-centric organization.