Customer Support Agent

Research Solutions, Inc.; México; Híbrido; MXN 279.000 - 469.000; Jornada completa

Descripción de la vacante

Research Solutions, Inc. in Mexico is seeking a full-time remote Customer Support Agent to provide detailed product information and resolve complex inquiries for our clients in the US and Europe.

The ideal candidate has a science background or strong experience in English-language customer service, comfortable with Zendesk, and able to work independently in a remote team from 12:00 PM to 9:00 PM CST.

Formación

• University degree in Science or wide experience in English-language customer service.
• Fluent in English, written and spoken.
• Experience with Zendesk preferred.

Responsabilidades

• Provide detailed product information to customers and resolve inquiries.
• Ensure a seamless customer experience through proactive problem-solving.
• Work effectively in a remote, fast-paced SaaS/academic environment.

Conocimientos

Customer service

English fluency

Communication

Educación

Science degree

Herramientas

Zendesk

Descripción del empleo

Job Description

Position Summary:

As a Customer Support Agent at Research Solutions, you will take part in our customer care activities by providing detailed product information, resolving complex inquiries, and ensuring a seamless experience for our clients through proactive problem-solving. An ideal candidate will have experience in a customer support role, preferably in a SaaS or academic environment. You should be comfortable in technical and fast-paced environments and possess the ability to adapt as our product portfolio and customer base continue to grow.

This is a full-time remote position based in Mexico, reporting directly to the Customer Support Manager.

POSITION QUALIFICATIONS:

• University Degree in Science (Biotechnology, Chemistry, Biology, Health Sciences) or wide experience in Customer Service in English (including phone calls)
• Fluent in English both written and spoken (Customer Service Agents will participate in meetings with our international staff as well as take calls from customers in the US and Europe)
• Experience with Zendesk preferred
• Able to work independently and in remote teams
• Work schedule: Monday through Friday, 12:00 PM – 9:00 PM CST.

About Research Solutions

Research Solutions, Inc. (NASDAQ: RSSS) provides cloud-based technologies to streamline the process of accessing, managing, and creating intellectual property. Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top pharmaceutical companies, prestigious universities, and emerging businesses rely on our family of products, powered by AI and NLP technologies, to support the innovation process from end to end with the most comprehensive information and knowledge tools on the market. For more information and details, please visit www.researchsolutions.com.