Customer Support Specialist - Software & CSAT Focus

Ascent360; México; Presencial; MXN 200.000 - 280.000; Jornada completa

Descripción de la vacante

Mitratech in Mexico is seeking a Customer Service Representative (CSR) to deliver high-quality, compliant support for AssureHire background screening software. You will be the first contact for clients via phone, email, chat, and the web, building product knowledge through training and hands-on experience in a fast-paced setting.

You will gather information, troubleshoot, and resolve issues within SLAs, documenting interactions and escalating as needed, while meeting CSAT targets and

Formación

• Excellent verbal and written communication in English; bilingual a plus.
• Ability to multitask and stay organized in a high-volume environment.
• Minimum one-year commitment to the CSR role.
• Experience with case management software is a plus.

Responsabilidades

• Serve as the first point of contact for client/applicant inquiries across phone, email, chat, and support portal.
• Gather and assess information to understand issues and provide effective solutions.
• Research, troubleshoot, and resolve issues within established SLAs.
• Communicate workarounds, next steps, or escalations clearly and professionally.
• Accurately document all client/applicant interactions and case details.
• Prioritize and manage cases based on severity and urgency.
• Meet weekly/monthly CSAT and performance goals.
• Collaborate and support internal teams/products to resolve complex or escalated issues.

Conocimientos

Customer-focused mindset

Problem solving

Multitasking

Time management

Attention to detail

Verbal and written communication

Teamwork

Independence

Learning mindset

Educación

High school diploma or equivalent

Bachelor’s degree or equivalent experience preferred

Herramientas

G Suite

Salesforce

Zendesk

Descripción del empleo

Mitratech in Mexico is seeking a Customer Service Representative (CSR) to deliver high-quality, compliant support for AssureHire background screening software. You will be the first contact for clients via phone, email, chat, and the web, building product knowledge through training and hands-on experience in a fast-paced setting.

You will gather information, troubleshoot, and resolve issues within SLAs, documenting interactions and escalating as needed, while meeting CSAT targets and