Especialista en Soporte Técnico Remoto (Software)

Grupo-Salinas-S.A.-De-C.V.; Veracruz; Remote; MXN 180,000 - 240,000; Full time

Job summary

Grupo-Salinas-S.A.-De-C.V. seeks a remote Representante de Servicio al Cliente Remoto - Soporte Técnico to deliver high-quality technical assistance and customer support for our software solutions.

As a remote-first company operating in Mexico, you will troubleshoot issues, guide users, and maintain accurate records while adhering to SLAs and collaborating with teammates to improve support processes from your home office.

Qualifications

• Proven experience in technical support or customer service role, preferably with software

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and resolve software-related issues efficiently and effectively.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex technical problems to higher-level support or engineering teams.
• Maintain accurate and detailed records of customer interactions and technical issues.
• Contribute to the development and maintenance of a comprehensive knowledge base.
• Proactively identify trends in customer issues and provide feedback for product improvement.
• Ensure customer satisfaction by delivering timely and accurate resolutions.
• Adhere to service level agreements (SLAs) and company support policies.
• Collaborate with team members to share knowledge and improve support processes.

Job description

Grupo-Salinas-S.A.-De-C.V. seeks a remote Representante de Servicio al Cliente Remoto - Soporte Técnico to deliver high-quality technical assistance and customer support for our software solutions.

As a remote-first company operating in Mexico, you will troubleshoot issues, guide users, and maintain accurate records while adhering to SLAs and collaborating with teammates to improve support processes from your home office.