Enterprise Support Specialist: AI-Driven Troubleshooting

Deliverect; Ciudad de México; On-site; MXN 360,000 - 600,000; Full time

Benefits offered by this job

Learning budget

Job summary

Deliverect is seeking an Enterprise Support Specialist to provide technical assistance to high-value accounts, handling complex troubleshooting with cross-functional teams. You will own escalations, maintain ticket quality, and ensure business continuity across communication channels.

Fluency in English is required, and candidates must have the right to work in the country. You will collaborate with CX, Finance, Developers and Partnerships to resolve issues efficiently and will use AI tools to

Qualifications

• 2-3 years of experience from restaurant digital order management environments & POS integrations.
• Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner.
• Solid technical skills and the ability to think creatively around troubleshooting, involving peers and other teams quickly to avoid any delays and making sure the right resources are applied.
• Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets.
• Polished communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally.
• Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time.
• Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals.
• Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.
• Autonomy and confidence to be self-driven and have the ability to handle pushback.

Responsibilities

• Provide technical assistance to high-value accounts in support of their business needs through any communication channel available to the customer.
• Take proactive measures for effective troubleshooting and ticket resolution skills, ensuring thorough follow-ups and strengthening customer trust and satisfaction.
• Ensure alignment and consistency in our customer support through frequent interaction with other team members, CX Team Leads and Managers, members of other post-sales departments, Finance, Developers and Partnerships teams.
• Notify relevant internal stakeholders of any quality issues in flows, processes and documentation for continuous improvement.
• Take ownership and responsibility for escalations from customers and other teams and integration partners during off hours and weekends, making sure severe cases are correctly handled or escalated further to management.
• Confidently use AI and API development tools to assist in complex troubleshooting.

Skills

Restaurant POS

Ownership

Troubleshooting

CX tools

Communication

Multi-channel support

Collaboration

Critical thinking

Autonomy

Job description

Deliverect is seeking an Enterprise Support Specialist to provide technical assistance to high-value accounts, handling complex troubleshooting with cross-functional teams. You will own escalations, maintain ticket quality, and ensure business continuity across communication channels.

Fluency in English is required, and candidates must have the right to work in the country. You will collaborate with CX, Finance, Developers and Partnerships to resolve issues efficiently and will use AI tools to