Customer Support Representative

MURAL; Monterrey; Presencial; MXN 549,000 - 733,000; Jornada completa

Descripción de la vacante

A collaboration platform company in Monterrey is seeking a Customer Support Representative to engage with customers, respond to inquiries, and provide guidance on using the platform. Ideal candidates will have over 2 years of experience in software customer support, be fluent in English, and have a passion for helping customers succeed. This position may require weekend shifts and offers a chance to work in a dynamic environment.

Formación

• 2+ years experience in software customer support, ideally B2B.
• Fluency in spoken and written English; additional languages are a plus.
• Curiosity to find new, better ways to solve problems.

Responsabilidades

• Manage and respond to customer requests.
• Understand customers and become their advocate.
• Educate and instruct customers through various channels.

Conocimientos

Customer support experience

Fluency in English

Problem-solving

Visual communication skills

Empathy

Descripción del empleo

ABOUT THE TEAM

Our Customer Support team is based in several different countries, providing support to customers around the globe. We have a rich mixture of cultures and backgrounds and have a strong team spirit of helping each other. Our work helps customers using our platform and drives improved customer satisfaction and engagement.

YOUR MISSION

As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals. As a successful candidate you will be able to convey how exciting and innovative our software is. You will turn our current customer base into Mural fanatics by showing how easy and fun it is to collaborate in design thinking with Mural.

WHAT YOU'LL DO

• Manage and respond to customer requests
• Understand our customers and become their advocate
• Educate and instruct customers through email, chat, phone call and video
• Assist the Customer Experience team with managing their accounts as needed
• Collaborate with the Product team on how to improve the product
• Collaborate with Customer Success on education programs

WHAT YOU'LL BRING

• 2+ years experience in software customer support (ideally B2B)
• Fluency in spoken and written English (additional languages are a plus)
• Willingness and passion for understanding, helping and teaching customers
• The curiosity to find new, better ways to solve problems
• A strong passion to help teams succeed, and empathy with users
• Experience troubleshooting and reporting software bugs
• Experience tracking bugs with a QA and team
• Great visual communication skills
• The ability to provide clear and concise guidance through emails, over the phone, video or in person
• Availability to work some weekend shifts
• The hours will be 13 to 21hs ART

Equal Opportunity

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.