Customer Support Agent

Buscojobs México; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A software development company is looking for a Customer Support Engineer to provide technical support and handle customer inquiries. This remote full-time position requires strong communication skills in English and an ability to troubleshoot software issues. Responsibilities include support via various channels, documenting interactions, and collaborating with teams to enhance customer satisfaction.

Formación

• Excellent communication skills in both verbal and written forms.
• Experience in a customer support or similar role preferred.
• Ability to troubleshoot and resolve customer issues effectively.

Responsabilidades

• Provide timely and professional support via phone, email, and other communication tools.
• Troubleshoot customer-reported issues and provide accurate guidance.
• Document all interactions and resolutions in the ticketing system.

Conocimientos

Strong communication and interpersonal skills

Strong verbal and written communication skills in native English

Strong problem-solving skills and attention to detail

Ability to quickly learn new software applications

Ability to work independently

Comfortable working across phone, email, and support ticket systems

Herramientas

CRM or support ticketing tools (e.g., Zendesk, Freshdesk, Salesforce)

Descripción del empleo

Customer Support Agent

BQE Software develops innovative firm management software for Engineering Firms, Architecture Firms, and other Professional Services businesses. Our products—including BQE CORE, BQE BillQuick, BQE ArchiOffice, and BQE EngineerOffice—streamline time tracking, billing, project management, and accounting to help firms make informed decisions quickly and increase productivity. With more than 400,000 users worldwide, BQE Software is trusted by leading professionals in various industries such as architecture, engineering, accounting, and consulting.

Role Description

This is a remote full-time role for a Customer Support Engineer. The Customer Support Engineer will be responsible for providing technical support, troubleshooting, and handling customer inquiries. You will serve as the first point of contact for users experiencing issues or needing guidance, helping resolve their concerns via phone, email, and internal support systems.

Responsibilities

• Provide timely and professional support via phone, email, and other communication tools.
• Troubleshoot customer-reported issues and provide accurate guidance or workarounds.
• Identify and log software issues or bugs; coordinate with the product and development teams for resolution.
• Follow standard operating procedures and escalation paths to resolve complex or technical concerns.
• Use internal knowledge bases and documentation to support customer inquiries efficiently.
• Ensure a high level of customer satisfaction by addressing customer questions with empathy and clarity.
• Document all interactions and resolutions in our ticketing system.
• Collaborate with other support and product team members to improve the overall customer experience.

Qualifications

• Strong communication and interpersonal skills
• Strong verbal and written communication skills in native English
• Ability to quickly learn new software applications and guide users in a clear, concise manner.
• Strong problem-solving skills and attention to detail.
• Ability to work independently as well as collaboratively in a fast-paced environment.
• Comfortable working across phone, email, and support ticket systems.

Preferred Qualifications

• Experience supporting business software applications.
• Knowledge of accounting principles or bookkeeping processes.
• Familiarity with CRM or support ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).