Customer Service Specialist - MX

Ottimate; Chihuahua; Presencial; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

Formación

• Previous experience in a customer-facing role is preferred.
• Basic understanding of technical support concepts and troubleshooting techniques.
• Strong English communication skills.
• Collaborative mindset; willing to seek guidance.
• Familiarity with Jira, Freshdesk, Salesforce, Maxio or similar systems is a plus.
• Familiarity with Accounting terminology is a plus.
• Familiarity with ERP Integrations is a plus.

Responsabilidades

• Provide prompt and courteous responses to general customer inquiries in alignment with SLAs.
• Collaborate with Support or Customer Success to address inquiries and issues.
• Participate in team meetings and training to stay informed about product updates.
• Prepare data and presentations related to renewal proposals and quarterly business reviews from our Scaled Customer Success program.
• Escalate issues to leadership to ensure high customer satisfaction with the product and services.
• Collaborate with experts to address complex customer issues in a singular group.
• Seek oversight from managers when addressing challenging customer queries or technical issues.

Conocimientos

Customer-facing

Technical troubleshooting

English communication

Collaboration

Seeking guidance

Herramientas

Jira

Freshdesk

Salesforce

Maxio

Descripción del empleo

Location: Chihuahua,Chihuahua, Mexico

Type: Contractor/Full-time - Hybrid

About Ottimate

Ottimate is an AI-powered AP [Accounts Payable] automation platform that empowers finance teams to reduce costs, prevent overpayments, detect fraud, and enforce policy compliance across the entire invoice-to-payment lifecycle.

The Role

As a Customer Service Specialist at our organization, you will be an integral part of the Scaled Customer Success team, primarily focusing on support tickets requiring account-related questions and in preparing documents for renewal proposals and quarterly business reviews for our customers. You will be responsible for addressing general inquiries, providing basic technical assistance, and ensuring customer satisfaction. This role involves collaboration with both the Support group and specialized teams.

Responsibilities

Member of Scaled Customer Success Team

• Provide prompt and courteous responses to general customer inquiries in alignment with our current customer service level agreements (SLAs).
• Collaborate with team members within the Support or Customer Success groups to address customer inquiries and issues.
• Actively participate in team meetings and training sessions to stay informed about product updates and improvements.

Specialized Tasks

• Our Scaled Customer Success program manages a high volume of accounts using a one-to-many approach. As a part of this team, you will assist the Scaled Customer Success Managers in preparing data and presentations related to annual renewal proposals as well as quarterly business reviews as well as responding to and resolving customer inquiries regarding their account with Ottimate.
• Collaborate with experts in specific areas to address complex customer issues in a singular group.
• Escalate issues to leadership as necessary to ensure a high level of customer satisfaction with our product and service levels.

Oversight and Assistance

• Seek oversight and assistance from managers when addressing challenging customer queries or technical issues.
• Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.

• Previous experience in a customer-facing role is preferred.
• Basic understanding of technical support concepts and troubleshooting techniques.
• Strong English communication skills with the ability to convey technical information in a clear and concise manner.
• Collaborative mindset and willingness to seek assistance and guidance when needed.
• Familiarity with Jira, Freshdesk, Salesforce, Maxio or similar systems is a plus.
• Familiarity with Accounting terminology is a plus.
• Familiarity with ERP Integrations is a plus.

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status.