L2 Support Engineer — Unix/Sql, Java & Rca

Ntt America, Inc.; Xico; Remote; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Health insurance

Remote work stipend

Job summary

Unknown is seeking a Customer Support Specialist to join a remote-first team operating across Mexico. You will handle inquiries via email, chat, and phone, document interactions in the CRM, and educate customers on product usage.

The role emphasizes proactive issue resolution and collaboration with cross-functional teams. Ideal candidates will have proven customer support experience, strong Spanish communication, and the ability to work independently in a home-office setup with reliable

Qualifications

• Proven experience in a customer support or similar client-facing role.
• Excellent written and verbal communication skills in Spanish.
• Proficiency with modern CRM software and ticketing systems.
• Strong problem-solving capabilities and attention to detail.
• Ability to manage workload effectively and meet deadlines in a remote setting.
• High school diploma or equivalent required; higher education is a plus.
• Self-motivated, organized, and able to work independently with minimal supervision.
• Reliable high-speed internet connection and a dedicated home office setup.
• Familiarity with a remote-first work environment is advantageous.
• Demonstrated ability to handle customer escalations with professionalism and empathy.

Responsibilities

• Provide high-quality customer support via email, chat, and phone channels.
• Address and resolve customer issues, questions, and concerns in a timely and accurate manner.
• Maintain detailed records of customer interactions and transactions within our CRM system.
• Educate customers on product usage, services, and best practices.
• Identify trends in customer issues and escalate feedback to relevant departments for product and service improvements.
• Contribute to the development of support documentation and knowledge base articles.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
• Collaborate effectively with remote team members and cross-functional departments.
• Adhere to all company policies and procedures, ensuring data privacy and security.
• Proactively seek opportunities to improve the customer support process and customer experience.

Skills

Customer support

Spanish language

CRM software

Time management

Education

High school diploma

Tools

Ticketing systems

Job description

Customer Support Specialist - Fully Remote

Our client is actively seeking a dedicated and proficient Customer Support Specialist to join their expanding operations. This is a fully remote position, offering the ultimate flexibility to work from anywhere within Mexico. You will be an integral part of a customer‑centric team, responsible for providing outstanding support and resolving customer inquiries efficiently. This role is ideal for proactive individuals who thrive in independent work environments and are passionate about delivering exceptional service. As a remote‑first organization, we provide the tools and support necessary for you to succeed from home, fostering a culture of trust and autonomy. We are committed to building a strong remote team and supporting your professional journey.

• Provide high‑quality customer support via email, chat, and phone channels.
• Address and resolve customer issues, questions, and concerns in a timely and accurate manner.
• Maintain detailed records of customer interactions and transactions within our CRM system.
• Educate customers on product usage, services, and best practices.
• Identify trends in customer issues and escalate feedback to relevant departments for product and service improvements.
• Contribute to the development of support documentation and knowledge base articles.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
• Collaborate effectively with remote team members and cross‑functional departments.
• Adhere to all company policies and procedures, ensuring data privacy and security.
• Proactively seek opportunities to improve the customer support process and customer experience.

• Proven experience in a customer support or similar client‑facing role.
• Excellent written and verbal communication skills in Spanish.
• Proficiency with modern CRM software and ticketing systems.
• Strong problem‑solving capabilities and attention to detail.
• Ability to manage workload effectively and meet deadlines in a remote setting.
• High school diploma or equivalent required; higher education is a plus.
• Self‑motivated, organized, and able to work independently with minimal supervision.
• Reliable high‑speed internet connection and a dedicated home office setup.
• Familiarity with a remote‑first work environment is advantageous.
• Demonstrated ability to handle customer escalations with professionalism and empathy.

This role offers a competitive salary, comprehensive benefits package including health insurance, and a supportive remote work culture. You will have the opportunity to grow your career with a company that invests in its employees through continuous training and development programs. Enjoy the flexibility of working from home, performance‑based incentives, and a collaborative online community. Benefits include generous paid time off, potential for advancement, and access to resources that promote work‑life balance.