Customer Support Technician

Odilo; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A fast-growing edtech company is seeking a Customer Support Technician to provide technical assistance and ensure a positive customer experience. The role requires a Bachelor's Degree in ICT and fluency in English, with responsibilities including resolving support tickets and documenting issues. Join us in creating an accessible digital learning environment and enjoy remote work along with a dynamic and creative atmosphere.

Servicios

Unlimited ebooks and learning materials

Informal and creative work environment

Remote work arrangement

Formación

• Fluent in English (spoken and written).
• Basic understanding of web platforms and online applications.
• Experience or interest in Digital Content Management or Library Systems.

Responsabilidades

• Provide first-level technical assistance via email, chat, and phone.
• Execute and resolve simple support tickets.
• Deliver clear responses to user inquiries.

Conocimientos

Fluent English

Customer-oriented attitude

Problem-solving ability

Good communication skills

Attention to detail

Tech-savvy mindset

Educación

Bachelor's Degree in ICT or related fields

Herramientas

Zendesk

Jira

Confluence

Descripción del empleo

We are ODILO: a fast-growing edtech company with a mission to democratize access to high-quality education and provide educational technology solutions to help our users reach their full potential.

Through our solutions, we provide access to millions of digital content items from the world's best providers and, using educational technology and Artificial Intelligence, enabling any organization to create its own unlimited learning ecosystem.

Odilo partners with hundreds of institutions worldwide including governments, schools, libraries, universities, companies, and startups to provide access to its Unlimited Learning Ecosystem. Through these collaborations, millions of users in over 50 countries enjoy truly personalized and continuous learning experiences.

Our team is truly international (19+ nationalities) with the best talent across the education, media, content, and technology sectors.

As a Customer Support Technician, you will report directly to the Head of Support Team and be part of the Customer Service at ODILO. Your primary responsibilities will be in the Digital Library and Learning Ecosystems areas.

We are working on achieving a critical mission: Creating equality in education by making the highest quality digital content seamless, accessible, and affordable to all.

Help everyone reach their full potential by providing personalized and intelligent unlimited learning experiences during their whole life.

What you will do at ODILO

• Provide first-level technical assistance via email, chat, phone, and ticketing systems to users and clients.
• Execute and resolve simple support tickets following established procedures.
• Deliver clear, accurate, and empathetic responses to user inquiries, ensuring a positive customer experience.
• Identify and document recurring issues, escalating incidents appropriately to higher support levels.
• Respect service-level targets for first response and collaborate with teammates to ensure timely resolution.
• Contribute to the knowledge base by documenting resolutions and frequently asked questions under supervision.

The ideal candidate will bring:

• Bachelor's Degree in Information and Communication Technologies (ICT), IT Systems, or related fields.
• Fluent level of English (spoken and written).
• A tech-savvy mindset — passionate about technology, digital tools, and continuous learning.
• Good communication and interpersonal skills, with empathy and attention to detail.
• Basic understanding of web platforms and online applications.
• Strong problem-solving ability and good organizational skills.
• Team player with a customer-oriented attitude and the ability to follow processes precisely.

What would make us happy:

• Basic knowledge of software troubleshooting, digital ecosystems, or cloud-based applications.
• Previous experience in remote work environments or international support teams.
• Experience or interest in Digital Content Management, Learning Platforms, or Library Systems.
• Familiarity with helpdesk tools such as Zendesk, Jira, Confluence, or similar.
• English level B2

What we offer:

Working at Odilo is about being part of a lifelong learning culture, where everyone has the chance to take on challenges and participate in the growth of the company.

But we also offer:

• A unique and challenging job in an informal, creative and ambitious work environment.
• Access to unlimited ebooks and learning materials through our digital library, physical learning spaces in our offices, and knowledge collaboration through book clubs.
• Work 100% remote.
• A salary commensurate with qualifications and experience.

…And more!

Sounds like a mission made for you? Then we need to talk!

-------------------------------------------------------------------------------------

*ODILO is an entity committed to Diversity and Inclusion, which is why it accepts the presentation of candidatures without bias.