Incident And Service Management / Qro

Capital Empresarial Horizonte; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A large enterprise customer support provider is seeking Customer Support Specialists for a remote role in Mexico. Candidates should have 1+ years of experience in a customer service environment and possess strong bilingual communication skills. Responsibilities include providing support for payroll or technical issues, resolving customer inquiries, and documenting interactions. The position offers a net weekly salary of MXN $3,000, with potential bonuses based on attendance.

Servicios

Medical, dental, and vision insurance

Short-term and long-term disability

Life insurance

Retirement savings account with employer matching

Formación

• 1+ years of experience in customer service or call center environment.
• Strong Spanish and English communication skills, both written and verbal.
• Ability to act urgently to resolve customer matters.

Responsabilidades

• Provide support via phone, email, and chat for payroll or technical issues.
• Respond to customer inquiries accurately and professionally.
• Document customer interactions and resolutions in internal systems.

Conocimientos

Bilingual communication

Customer service

Problem-solving

Interpersonal skills

Conflict-resolution

Computer proficiency (MS Office)

Educación

Technical associate's degree

Herramientas

CRM systems (Zendesk, Salesforce)

Descripción del empleo

Qualifications

• 1+ year(s) of experience working in customer service / call center environment.
• Strong Spanish and English communication skills—both written and verbal.
• Ability to be patient, empathetic, and act urgently to resolve customer‑centric matters.
• Computer proficiency with Microsoft Office Suite.
• Experience working for a large enterprise (Nice to Have).
• Experience in customer service and soft sales roles (Nice to Have).
• Proficiency with CRM or ticketing systems such as Zendesk, Salesforce, or Freshdesk.
• Strong communication, problem‑solving, interpersonal and conflict‑resolution skills.
• Ability to manage multiple cases simultaneously in a fast‑paced remote environment.
• Experience leading or managing a customer support team (for Manager level positions).
• Familiarity with diagnostic imaging equipment (for technical support roles).

Experience Requirements

• At least 1+ year(s) in a customer service or call‑center environment.
• At least 2+ years in a Customer Service, Support, or Operations‑related role.
• 4+ years of experience in customer service management, ideally in the financial services or micro‑finance industry.
• Experience leading a team in a fast‑paced environment.
• Technical associate’s degree or above (for imaging support roles).

Responsibilities

• Provide support via phone, email, and chat to customer employees for payroll or technical issues.
• Respond to customer inquiries, ensuring timely, accurate, and professional responses.
• Resolve customer issues efficiently while maintaining a high level of customer satisfaction.
• Escalate complex cases to the appropriate internal teams.
• Document customer interactions and resolutions accurately in internal systems.
• Collaborate with Operations, Finance, and other internal teams for effective issue resolution.
• Assist in onboarding, training, and continuous development of support agents.
• Monitor individual and team KPIs, including CSAT, response times, and resolution rates.
• Conduct regular performance reviews, feedback sessions, and improvement plans.
• Maintain compliance with approved scripts, policies, and procedures.
• Identify recurring issues and provide structured feedback for process improvement.
• Install, troubleshoot, and maintain diagnostic imaging equipment at customer sites (when applicable).
• Escalate escalated complaints and ensure contractual obligations are met.

Compensation & Benefits

Exact compensation may vary based on skills, experience, and education. Benefits start on the 31st day of employment and include medical, dental, and vision insurance, short‑term and long‑term disability, life insurance, and AD&D. Employees have access to a registered retirement savings account with employer matching and are entitled to sick leave and other paid time off as provided by applicable law.

Base Salary: MXN $3,000 per week (net). Weekly Bonus: Up to MXN 2,000 based on attendance and punctuality. Total Weekly Earnings: Up to MXN 5,000 net (≈ MXN 20,000/month).

Company & Client Information

Insight Global is recruiting Customer Support Specialists for a permanent role on a large HCM client in Mexico. The role requires availability between 8 AM to 8 PM EST for 8‑hour shifts.

Adlecta is hiring on behalf of Dysolve, a U.S.‑based technology‑driven company at the intersection of education and healthcare. The role supports U.S.‑based customers and focuses on data‑driven AI solutions to improve lives.

Location & Schedule

• Remote (Mexico)
• 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

Additional Information

Preferred qualifications include experience supporting U.S.‑based customers, familiarity with CRM systems, remote team experience, and a customer‑focused mindset.

To apply, please send your resume and cover letter to the hiring contact listed in the job posting.