Customer Support Representative

Civitas Learning; A distancia; MXN 429,000 - 448,000; Jornada completa

Descripción de la vacante

A leading education technology company in Mexico City seeks a Customer Support Representative to join their team. The role involves triaging customer tickets, providing solutions, and assisting users in understanding technical information. Ideal candidates have 1-2 years of customer support experience in the software industry, possess strong communication skills, and are comfortable working with databases such as Postgres or MySQL. Join us in a flexible work environment where you can make an impact.

Servicios

Challenging and fun work environment

Flexible work environment

Anniversary recognition and event celebration

Multi-cultural work environment

Formación

• 1-2 years experience in customer support for the software industry.
• Ability to describe technical content in an understandable way.
• Experience with ticket management systems.

Responsabilidades

• Triage incoming tickets for urgency and context.
• Answer FAQs and redirect users to resources.
• Make administrative changes through the user interface.
• Assist cross-functional team members and escalate tickets.
• Work collaboratively with team members across locations.

Conocimientos

Customer service experience

Technical aptitude

Communication skills

Problem-solving

Educación

Bachelor's Degree

Herramientas

Postgres

MySQL

SQL

AWS Console

GitHub

JIRA

Linux tools (grep, awk, sed)

XML

JSON

Descripción del empleo

Civitas Learning, Inc., is looking for a Customer Support Representative (CSR) to be part of our Customer Support team, a talented, collaborative, high-performance, and mission-driven team that’s responsible for the data quality of our products: maintaining data freshness and accuracy in customers’ apps, maintaining app usability, and implementing post-deployment custom code solutions to meet customers’ needs. We ensure that the insights our products provide to our customers are driven by data of the highest quality.

The ideal CSR candidate will be patient and empathetic, have experience working with customers through email or through a ticket management system, and have the ability to describe highly technical content in a way that is comprehensible to users who are new to the technology. The CSR candidate will be curious, diligent, and organized, be able to recognize and interpret customer needs from minimal information, and be able to make decisions independently.

Job Description

• Triage incoming tickets to determine urgency and context, categorize the tickets, and gather pertinent information for troubleshooting.
• Answer frequently asked questions and redirect the user to the appropriate resource material.
• Make some administrative changes to the system configuration when it can be done through the user interface.
• Assist other cross-functional team members and escalate tickets as appropriate.
• Work collaboratively with local and geographically dispersed team members.
• One to two years experience working in customer support for a software industry.
• Technical aptitude and good communication skills.
• Experience working with databases such as Postgres or MySQL and knowledge of SQL syntax.
• Experience working with AWS Console, GitHub, JIRA.
• Experience manipulating large data files through linux command tools such as grep, awk, or sed.
• Experience working with XML, json.
• Bachelor's Degree

What We Offer

• Civitas is an Equal Opportunity Employer.
• Challenging and fun work environment.
• Flexible work Environment — we offer a good work/life balance.
• Anniversary recognition and event celebration.
• Working in a multi-cultural environment across the globe.

Remote - LATAM

$25,000 - $26,000 USD

WHY WE LOVE WHAT WE DO

At Civitas Learning, we seek to help colleges and universities apply their vast student data to maximize institutional impact and improve the student outcomes that matter most.

Civitas Learning’s flexible, all-in-one Student Impact Platform creates actionable insights that surface in a connected workflow, enabling higher education institutions to pinpoint students at risk of missing important milestones, explain why, take action, and evaluate which policies and programs are making a difference. With adaptable analytics based on models built for each institution and higher education expertise, we empower leaders and teams to turn insights into action to support students in reaching their full potential