Customer Support Specialist (SaaS)

Cira Apps; Ciudad de México; Presencial; MXN 250,000 - 350,000; Jornada completa

Descripción de la vacante

A technology company in Mexico seeks a Customer Support Specialist responsible for delivering outstanding customer service and technical assistance for SaaS products. The role involves diagnosing technical issues, assisting users with setup, and documenting support requests. The ideal candidate has experience in customer support, familiarity with Microsoft 365/Office 365, and excellent problem-solving skills. Join a team that enhances the user experience for enterprise sync solutions.

Formación

• Experience in customer support, ideally within a SaaS environment.
• Familiarity with SaaS products and customer support tools.
• Microsoft 365 / Office 365 (O365) user/application troubleshooting experience.

Responsabilidades

• Provide timely professional responses to customer inquiries via phone, email, chat, and live meetings.
• Diagnose and troubleshoot technical issues related to our SaaS products.
• Document and track support requests in Salesforce Service Cloud.

Conocimientos

Customer support experience

Problem-solving abilities

Attention to detail

Ability to work autonomously

Organizational skills

Empathy and patience

Herramientas

Salesforce Service Cloud

Microsoft 365 / Office 365

Exchange Online

Azure AD / Microsoft Entra ID

Descripción del empleo

About Cira Apps

Cira Apps builds synchronization solutions that make enterprise contacts and calendars work seamlessly across Microsoft 365 and Microsoft Exchange Server environments with highly integrated one‑way and multi‑way sync that also connects to platforms like Google Workspace, Salesforce and HubSpot. Our product family—CiraSync Cloud, CiraHub, CiraSync OnPremise, and SyncGen—draws on 20 years of experience helping organizations move from on‑premises Exchange/Active Directory to Exchange Online and Azure AD.

Role Overview

We’re looking for a Customer Support Specialist who will deliver outstanding customer service and technical assistance for our software‑as‑a‑service products. You’ll learn our offerings end‑to‑end and communicate clearly with customers to resolve issues and ensure a seamless user experience.

What You’ll Do

• Provide timely professional responses to customer inquiries via phone, email, chat, and live meetings.
• Diagnose and troubleshoot technical issues related to our SaaS products and software.
• Assist users with setup and effective use of our applications.
• Document and track support requests in Salesforce Service Cloud.
• Collaborate with product and engineering to escalate and resolve complex issues.
• Gather and relay customer feedback to inform product enhancements.

What You’ll Bring

• Experience in customer support, ideally within a SaaS environment.
• Strong problem‑solving abilities and keen attention to detail.
• Familiarity with SaaS products and customer support tools.
• Ability to work autonomously and collaboratively within a team.
• Excellent organizational skills with the capacity to manage multiple tasks simultaneously.
• Empathy and patience when handling customer concerns, especially in challenging situations.

Required Technical Experience (Microsoft)

• Microsoft 365 / Office 365 (O365) user/application troubleshooting, tenant‑level basics, and admin workflows.
• Exchange Online mailbox, calendar, and contact concepts; policy impacts; common permissions and sync scenarios.
• Azure AD / Microsoft Entra ID identities, groups, roles, conditional access basics, and understanding of how directory data surfaces in downstream apps.

Nice to Have

• Experience with PowerShell for diagnostics or light automation.
• Familiarity with mobile platforms (iOS/Android) for contact/calendar behavior.
• Exposure to Google Workspace or other cloud environments.
• Prior work with multisystem sync tools or integrations (e.g., Salesforce, HubSpot).

Why Join

You’ll be part of a team that builds mission‑critical sync for enterprises, partnering closely with product and engineering while directly improving the experience of thousands of end users.

How to Apply

Submit your application via our careers page (BambooHR) and include a short note describing your experience with O365, Exchange Online, and Azure AD.

Cira Apps is committed to a diverse and inclusive workplace. Cira Apps is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request accommodation please notify us at.

Employment Type: Full‑Time

Vacancy: 1