Customer Support Specialist

Velozient; Ciudad de México; On-site; MXN 20,000 - 40,000; Full time

Benefits offered by this job

15 days Paid Time Off (PTO)

1 floating day

3 sick days

Designated national holidays

Job summary

An established industry player is on the lookout for two dynamic Customer Support Specialists to join their team. This role offers an exciting opportunity to provide exceptional technical support in a fast-paced environment. You will be the first point of contact for customers, resolving issues and enhancing their experience with innovative software solutions. The ideal candidates will thrive in a collaborative atmosphere, showcasing their problem-solving skills while managing customer inquiries through various communication channels. Join a company that values your contributions and encourages personal growth in the tech industry.

Qualifications

• 1+ years of customer support experience in IT or SaaS.
• Ability to troubleshoot hardware and software issues.

Responsibilities

• Provide first point of contact technical support to customers.
• Manage tickets and assist with validation of fixes.
• Create and update knowledge base articles and FAQs.

Skills

Customer Service

Technical Support

Troubleshooting

Effective Communication

Multi-tasking

Problem Solving

Education

Degree in Computer Science

Relevant Industry Experience

Tools

Microsoft Windows

Office365

SQL

Job description

We are seeking two full-time Customer Support Specialists with 1+ years of experience performing L1 and/or L2 product support for software solutions. The ideal candidate will have prior customer support experience in an IT or SaaS (Software as a Service) setting and have a technology-oriented degree in Computer Science, MIS, or relevant experience. Additionally, the best candidates will be comfortable quickly becoming product champions who can answer product-related questions, investigate and resolve issues, document enhancement requests, and empathize/de-escalate frustrated end-user situations. Ultimately, this job's goal is to provide a positive customer experience and enhance relationships between customers and the company.

There are two positions being filled at this time: one is a day shift position and the other is a night shift position. The day shift is 7 am to 7 pm and the night shift is 7 pm to 7 am. All shift schedules alternate such that one week is 4 days on and 3 days off, and the next week 3 days on and 4 days off.

Responsibilities:

• Communicate effectively in English with stakeholders verbally and written
• Provide first point of customer contact technical support to customers and partners by responding to incoming support calls and emails
• Provide ongoing customer service in a timely manner via several means which mostly include email and some Zoom/Microsoft Teams communications
• Remotely troubleshoot hardware and software issues
• Assist customers with the setup and configuration of varied devices (Tablets, Printers) being used in the field
• Manage tickets including opening, working, and closing tickets - track proposed resolutions and follow-up with customers in a timely fashion
• Assist with validation of fixes/patches and other ticket resolutions
• Collaborate with Level 2 or 3 support teams on more technical/functional issues
• Create and update knowledge base articles and FAQs
• Provide Voice of the Customer feedback to various teams, including product, technical services, and marketing departments
• Display flexibility and proficiency in setting priorities
• Work well under pressure with deadlines

Required Experience:

• 2+ years of technically oriented customer service experience (hardware, software, IT, networking, etc.)
• Proficient computer skills with the capability to quickly learn software products
• Accomplished at troubleshooting software application issues including the investigation and resolution of remote network access challenges
• Ability to learn quickly, multi-task, and willingness to own varied tasks at hand
• Team-oriented with a desire to engage and contribute to a highly cohesive and productive team
• A positive attitude, always looking to empower the success of others
• Trustworthy and transparent

Desired Experience (not Required):

• University degree or relevant industry experience (optimally a technical or engineering degree)
• Background with Microsoft Windows and Office365 applications, LAN Networking, and SQL
• Familiarity with any of the following: Oil & Gas industry, Transportation & Logistics, GIS systems, GPS tracking, or Automotive computing

Additional Information:

• Knowing your ideas are heard and matter think big!
• You get to own your job and be recognized for your contributions
• Work with smart and creative people
• Making mistakes is human. Let's learn from them. Be transparent!
• We recognize you as an individual no presumptions or judgment. Be the extraordinary you!
• 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
• Start: ASAP

About Velozient:

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent that enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team!

Seniority level

Not Applicable

Employment type

Full-time

Job function

Customer Service

Industries

Software Development