Help Desk Analyst

Ria; A distancia; MXN 148,000 - 223,000; Jornada completa

Descripción de la vacante

A leading global BPO organization is seeking a Customer Support Specialist for a fully remote position in Mexico. The role requires providing support to employees on payroll inquiries via phone and email. Ideal candidates are service-driven, able to communicate clearly in both Spanish and English, and have customer service experience. This position offers a competitive salary and a chance to grow in a dynamic environment.

Formación

• 1+ year of experience in a customer service or call center environment.
• Strong communication skills in both Spanish and English.
• Ability to act with urgency when resolving customer issues.

Responsabilidades

• Provide phone and email support to employees regarding payroll inquiries.
• Deliver exceptional customer service while troubleshooting issues.
• Document interactions accurately and maintain service quality standards.

Conocimientos

Customer service experience

Fluent in Spanish & English

Strong patience and empathy

Proficiency with Microsoft Office Suite

Herramientas

CRM systems (Salesforce preferred)

Descripción del empleo

Now Hiring: Customer Support Specialist (Fully Remote – Mexico)

Type: Permanent

Location: Fully Remote in Mexico (supporting North York, ON)

⏰ Hours: Must be available for 8‑hour shifts between 8:00 AM – 8:00 PM EST

Salary Band: 148,200 – 222,200 MXN annually

Additional Info: $17,000 CAD monthly

About the Role

Insight Global is partnering with a major HCM industry leader to hire Customer Support Specialists across Mexico. In this role, you'll support employees via phone and email on payroll‑related inquiries. We’re looking for service‑driven individuals who can communicate clearly, stay patient, and act with urgency.

If you’re bilingual, customer‑focused, and looking for a long‑term remote opportunity with an enterprise organization — this is for you.

Required Skills & Experience

• 1+ year of experience in a customer service or call center environment
• Fluent Spanish & English (written and verbal)
• Strong patience, empathy, and urgency when resolving customer issues
• Proficiency with Microsoft Office Suite

What You’ll Do

• Provide phone and email support to employees regarding payroll inquiries
• Deliver exceptional customer service while troubleshooting issues
• Use internal tools, systems, and process knowledge to resolve cases
• Document interactions accurately and maintain service quality standards

As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide in building high‑performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations.

We are currently hiring on behalf of Dysolve, a U.S.-based, technology‑driven company operating at the intersection of education and healthcare. Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence‑based approaches.

This role offers a unique opportunity to work within a mission‑driven education and healthcare environment while being employed and supported by Adlecta’s global team.

Customer Support Manager

The Customer Support Manager is responsible for leading, developing, and overseeing the customer support function supporting Dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight‑gathering objectives.

The manager acts as a key link between frontline support agents, Adlecta leadership, and Dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform marketing research and product development.

Work Schedule & Location

• Full‑time, remote position
• Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
• Must be available to work during U.S. business hours

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and manage a team of Customer Experience Specialists.
• Oversee onboarding, training, and continuous development of support agents.
• Monitor individual and team KPIs, including CSAT, response times, resolution rates, sales, retention, and feedback collection metrics.
• Conduct regular performance reviews, feedback sessions, and improvement plans.
<>Foster a culture of empathy, accountability, precision, and professionalism.

Operations & Quality Assurance

• Ensure all customer interactions strictly follow approved scripts, policies, procedures, and compliance standards.
• Review calls, emails, chats, and CRM records to ensure accuracy, tone, and adherence to guidelines.
• Support agents in handling complex, sensitive, or escalated customer cases.
• Identify recurring issues, quality gaps, or training needs and implement corrective actions.
• Ensure complete, accurate, and timely documentation in Salesforce and related systems.

Customer Feedback, Insights & Research

• Establish clear processes for customer support agents to actively gather, document, and categorize customer feedback during interactions.
• Ensure customer insights related to user experience, objections, unmet needs, and feature requests are consistently captured.
• Collaborate with marketing and product teams to transform customer feedback into actionable insights for marketing research, messaging refinement, and product improvement.
• Address gaps where feedback collection has been previously underutilized or neglected, ensuring it becomes a core responsibility of the support function.

Process Improvement & Reporting

• Continuously improve support workflows, escalation paths, QA processes, and internal documentation.
• Collaborate with Adlecta leadership and Dysolve teams to refine KPIs and SLAs.
• Prepare and present regular performance, quality, retention, and customer insight reports.
• Act as the voice of the customer by sharing trends, pain points, and improvement opportunities with cross‑functional teams.

Customer Experience & Retention

• Ensure high‑quality handling of technical, billing, service, and account‑related issues.
• Guide agents in applying retention strategies and approved incentives when appropriate.
• Maintain the highest standards of confidentiality, data security, and precision of language in a regulated environment.
• Ensure consistent, empathetic, and professional communication across all customer touchpoints.

Requirements

• Proven experience as a Customer Support Manager, Team Lead, or Supervisor.
• Strong background in customer service, support operations, sales, retention, or customer experience management.
• Native‑level English (spoken and written).
• Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., TalkDesk or similar).
• Strong leadership, coaching, and conflict‑resolution skills.
• Highly organized, detail‑oriented, and process‑driven.
• Ability to work in sensitive, compliance‑focused environments such as education or healthcare.
• Analytical mindset with the ability to leverage data and KPIs to drive performance and improvements.
• Comfortable working in a fast‑paced, evolving environment.

Nice to Have

• Experience in education, healthcare, mental health, or other regulated industries.
• Experience building or scaling customer support teams.
• Experience creating SOPs, QA frameworks, feedback loops, or training programs.
• Experience working with remote or international teams.

Why Join Adlecta

• Global Exposure – Work with international clients across education and healthcare while being part of a growing global BPO organization.
• Stability & Support – Be employed by Adlecta, with structured HR, operational, and leadership support.
• Meaningful Work – Contribute directly to Dysolve’s mission of improving lives through education‑and‑healthcare‑driven AI solutions.
• Career Growth – Strong performers can grow into senior leadership, operations, or multi‑client management roles.
• Professional Development – Gain hands‑on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy.

At Adlecta, we don’t just place talent — we build long‑term partnerships with our clients and empower our people to grow.

Impact Advisors is a USA‑based healthcare technology company specializing in staff augmentation services for medical practices, hospitals and health systems in the United States. At Impact Advisors, our team comes first—we are dedicated to fostering professional and personal growth for every employee. We provide opportunities for skill enhancement, continued education, and career advancement, all while increasing your earning potential. Our supportive training programs and guidance reflect our commitment to your success. At Impact Advisors, we’re offering careers, not just jobs.

Application Support Analyst – EPIC Electronic Health Record (EHR) System

As an Application Support Analyst, you will be responsible for ensuring the smooth operation and optimal performance of applications within the EPIC EHR system. Your role will involve:

Job Description and Responsibilities

• Providing top‑tier customer service to end users and stakeholders of the EMR system.
• Designing, building, and testing application functions while minimizing errors.
• Meeting or exceeding service‑level agreements (SLAs) to avoid contractual penalties.
• Ensuring all ticket documentation adheres to company standards.
• Offering training and guidance to end users on how to navigate and utilize Epic software effectively.
• Analyzing workflows to identify areas for improvement and implementing streamlined solutions.
• Maintaining and updating the Epic system to ensure its continued efficiency and reliability.
• Collaborating with IT teams and other stakeholders to integrate Epic with other systems seamlessly.
• Assisting in data analysis and reporting to aid clinical and administrative decision‑making.

Qualifications

• Bilingual proficiency (English/Spanish) with experience in communicating fluently in English.
• 2–5 years of customer service or support experience.
• Strong technical aptitude and skills.
• Excellent communication and interpersonal abilities.
• Proven problem‑solving and analytical skills.
• Ability to work independently and collaboratively within a team.
• Attention to detail and a commitment to meeting deadlines.
• Ability to adhere to established processes and resolutions.

Preferred Skills

• Prior experience with Electronic Health Records (EHR) systems.
• Familiarity with healthcare and/or technology industries.

Education

• Bachelor’s degree required, IT or related experience.

What Impact Advisors Offers

• Company‑paid holidays.

Job Type

• Full‑time, on‑site position.
• Monday to Friday, 7:00 AM to 4:00 PM.

Freight Forwarding, Contract Logistics, and Supply Chain Optimization – Lead Implementation Manager

Main Responsibilities

• Experience and knowledge in 3PL companies.
• Knowledge of WMS, TMS, YMS systems.
• Implementation of software solutions for large companies.
• Coordination of the WMS team.
• Understanding the system.
• Configuration and alignment of operational processes to the system.
• Interaction with the U.S. team.
• Interface reporting.
• Business trips to Latin America.

Requirements

• 5 years of experience as an implementation manager
• Presentations
• Office Suite
• Power BI
• Advanced English

Zone

Cuautitlan Mexico