Customer Support Specialist (T2)

Think Future Technologies; Región Centro; Híbrido; MXN 551,000 - 919,000; Jornada completa

Descripción de la vacante

A technology services provider in Mexico is seeking a Technical Support Specialist to manage complex technical issues and provide support for enterprise clients. The role requires strong customer service skills and a technical background in APIs and web design. Ideal candidates will have experience in a B2B SaaS environment and excellent English communication skills.

Formación

• 2+ years experience in a customer support role in a B2B SaaS company.
• Experience troubleshooting APIs and web design issues.
• Excellent oral and written skills in English.

Responsabilidades

• Handle complex technical issues over Zoom, email, and phone.
• Configure clients’ accounts for maximum event success.
• Provide day-of-event support to enterprise clients.

Conocimientos

Customer support

Technical troubleshooting

HTML, CSS, and JavaScript

APIs and complex integrations

Zendesk and Salesforce Service Cloud

Herramientas

Chrome Developer Tools

Jira

Descripción del empleo

Work mode: Hybrid

Work Location:

Think Future SA de CV

A: Av. Chapultepec #284, Piso 1 Col. Americana, Guadalajara, Jal. México CP 44160

Work Days: Mon-Fri, 8-5 (rotational shift)

Overview

Description :

Can you handle managing multiple projects, no problem? We are looking for a Technical Support Specialist (T-2) to join our team! As a Technical Support Specialist, you’ll work with Customer Success, Product, and R&D teams worldwide to drive event success for our customers. You’ll make customers happy, solve complex problems, and be the force of good to increase the value we deliver to their organization.

This role will require a flexible schedule in order to best support our customers, some days you will need to work from 8-5, others might require 11am-8pm at the office premises at Guadalajara. So we are looking for someone who is a self-starter and is comfortable working independently and with flexible hours!

Responsibilities

• Handling complex technical issues/escalations over Zoom, email, and phone
• Helping to configure clients’ accounts & streaming setups to ensure maximum event success
• Managing a queue of web design requests from our enterprise clients
• Providing day-of-event support to our enterprise clients (Amazon, Salesforce, Google, etc.)
• Working cross functionally with our Product, Engineering, and Customer Success teams to achieve clients’ desired end goals

Qualifications

• 2+ years experience in a successful customer support role in a B2B SaaS company with clear progression of roles & responsibilities
• Technical background: you have experience troubleshooting APIs, complex integrations, and web design issues
• You may not code every day, but you’re well-versed in HTML, CSS and Javascript.
• Familiarity with Chrome, Safari, or Firefox web developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software
• Familiarity with Zendesk, Salesforce Service Cloud, & Jira
• Ability to manage multiple competing priorities with a sense of urgency

Who you are

• You’re comfortable working with enterprise clients & executives from companies of all sizes, and enjoy doing so
• You have excellent oral and written skills in English, which is a MUST
• You have a sense of humor and know when and how to use it during escalations
• You’re a people person - you enjoy talking through issues and working directly with clients
• Able to have attention to detail and accurately follow procedures
• Able to collaborate with peers in various organizations is critical

About Us

We at Think Future Technologies (TFT) provide Technology Services to our customers, enabling them to achieve superior business outcomes. We come in as a trusted Partner completely owning the Technology piece. We brainstorm on our customer\'s business problems, arrive at the right solution framework, deploy the right blend of technical resources, and thereon provide optimal delivery at every step of the project implementation.