Customer Support Representative

QUALITEL MEXICALI; Mexicali; On-site; MXN 201,000 - 290,000; Full time

Job summary

QUALITEL MEXICALI is seeking a detail-oriented Customer Support Analyst in Mexicali to manage customer data and support cross-functional teams. The role requires strong Excel and Access skills, English proficiency, and a solid analytical mindset.

You will collaborate with Sales, Operations, Quality, and IT to resolve issues, improve the customer experience, and maintain knowledge base articles. The ideal candidate will be comfortable working with data, generating reports, and onboarding new

Qualifications

• Bachelor's degree in Business, Engineering, IT, or related field preferred.
• English proficiency (written and verbal) required.
• Proficiency in Microsoft Excel (pivot tables, charts, macros) required.
• Familiarity with Microsoft Access or similar tools a plus.
• Strong analytical and problem-solving skills.
• Effective cross-functional communicator with attention to detail.

Responsibilities

• Attend and solve customer queries through different channels, timely and reliably.
• Analyze customer service data to identify patterns, recurring issues, and improvement opportunities.
• Coordinate with cross-functional teams including Sales, Operations, Quality, and IT to support issue resolution and improve customer experience.
• Support root cause analysis for service failures and contribute to corrective action planning.
• Create and maintain reports using Microsoft Excel (pivot tables, charts, formulas) and Microsoft Access to track service metrics and customer feedback.
• Work closely with customer support agents and elevate issues as needed, ensuring timely and accurate resolution.
• Help maintain and update knowledge base articles and customer service process documentation.
• Aid in developing and maintaining standard operating procedures (SOPs).
• Assist in onboarding and training support personnel on tools and processes, when necessary.
• Learn and adapt quickly to new tools, platforms, and customer service procedures.

Skills

Analytical thinking

Attention to detail

Effective communication

Cross-functional collaboration

English proficiency

Education

Bachelor's degree in Business, Engineering, IT, or related field

Tools

Microsoft Excel

Microsoft Access

Job description

We are looking for an analytical and service-oriented Customer Support Analyst to join our team in Mexicali. This role is ideal for a detail-driven individual who is eager to learn and is comfortable working with Excel or Access to manage and interpret customer-related data. The ideal candidate will support customer satisfaction, coordinating with internal departments to ensure proper and timely communication.

Key Responsibilities:

• Attend and solve customer queries through different channels, timely and reliably.
• Analyze customer service data to identify patterns, recurring issues, and improvement opportunities.
• Coordinate with cross-functional teams including Sales, Operations, Quality, and IT to support issue resolution and improve customer experience.
• Support root cause analysis for service failures and contribute to corrective action planning.
• Create and maintain reports using Microsoft Excel (pivot tables, charts, formulas) and Microsoft Access to track service metrics and customer feedback.
• Work closely with customer support agents and elevate issues as needed, ensuring timely and accurate resolution.
• Help maintain and update knowledge base articles and customer service process documentation.
• Aid in developing and maintaining standard operating procedures (SOPs).
• Assist in onboarding and training support personnel on tools and processes, when necessary.
• Learn and adapt quickly to new tools, platforms, and customer service procedures.

• Bachelor's degree in: Business, Engineering, IT, or related field is preferred.
• English highly proficient (written and verbal) is required.
• Proficiency in Microsoft Excel (e.g., data validation, data tables, pivot tables, charts, basic macros) is required.
• Familiarity with Microsoft Access or other database/reporting tools is a plus.
• Strong analytical and problem-solving skills.
• Effective communicator with the ability to work cross-functionally and collaboratively.
• Highly organized, with strong attention to detail and time management skills.
• Demonstrated ability to learn quickly and apply new skills effectively.

Preferred Experience:

• Internship or work experience in customer service, operations, or data analysis (preferred but not required).
• Familiarity with CRM systems, ERP software, or ticketing platforms is an advantage.