Applications Engineer — Tech Support & Solutions Latam

Ingersoll Rand Compressor Systems & Services; Tlalnepantla; Remote; MXN 538,000 - 645,000; Full time

Job summary

Ingersoll Rand Compressor Systems & Services in Mexico is seeking a Customer Support Specialist to join a remote-first team. You will handle inquiries via email, chat and phone, resolve issues, and educate customers on product usage.

This fully remote role emphasizes autonomy and collaboration across functions, with a focus on data accuracy in CRM, KPI targets for satisfaction and response times, and ongoing improvement of support content.

Responsibilities

• Provide high-quality customer support via email, chat, and phone channels.
• Address and resolve customer issues, questions, and concerns in a timely and accurate manner.
• Maintain detailed records of customer interactions and transactions within our CRM system.
• Educate customers on product usage, services, and best practices.
• Identify trends in customer issues and elevate feedback to relevant departments for product and service improvements.
• Contribute to the development of support documentation and knowledge base articles.
• Achieve and exceed KPIs for customer satisfaction and resolution times.
• Collaborate effectively with remote team members and cross-functional departments.
• Adhere to all company policies and procedures, ensuring data privacy and security.
• Proactively seek opportunities to improve the customer support process and customer experience.

Job description

Customer Support Specialist - Fully Remote

53000 Tlalnepantla / Remoto Placements24

Hoy

About the Role

Our client is actively seeking a dedicated and proficient Customer Support Specialist to join their expanding operations. This is a fully remote position, offering the ultimate flexibility to work from anywhere within Mexico. You will be an integral part of a customer-centric team, responsible for providing outstanding support and resolving customer inquiries efficiently. This role is ideal for proactive individuals who thrive in independent work environments and are passionate about delivering exceptional service. As a remote-first organization, we provide the tools and support necessary for you to succeed from home, fostering a culture of trust and autonomy. We are committed to building a strong remote team and supporting your professional journey.

Key Responsibilities

• Provide high-quality customer support via email, chat, and phone channels.
• Address and resolve customer issues, questions, and concerns in a timely and accurate manner.
• Maintain detailed records of customer interactions and transactions within our CRM system.
• Educate customers on product usage, services, and best practices.
• Identify trends in customer issues and elevate feedback to relevant departments for product and service improvements.
• Contribute to the development of support documentation and knowledge base articles.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
• Collaborate effectively with remote team members and cross-functional departments.
• Adhere to all company policies and procedures, ensuring data privacy and security.
• Proactively seek opportunities to improve the customer support process and customer