Office User Support

Helix Workforce; Torreón; Presencial; MXN 223.200 - 334.800; Jornada completa

Descripción de la vacante

A dynamic support services company in Torreón, Mexico is looking for a Product Support Specialist. This role involves assisting both office and operational users in resolving product usage issues while documenting the processes. The ideal candidate is proficient in business-level English and possesses excellent communication and problem-solving skills. Experience in customer or product support is preferred. You will also handle support calls in Spanish, engaging with users effectively to resolve their concerns.

Formación

• Business-level English proficiency in both spoken and written form.
• Strong communication skills for user support.
• Ability to learn and explain complex products thoroughly.
• Prior customer support or product support experience is preferred.
• Comfortable in a fast-paced support environment.

Responsabilidades

• Support front-office and back-office users.
• Assist maintenance and building security personnel.
• Resolve product usage issues and questions.
• Escalate complex issues to US Support and Engineering teams.
• Handle Spanish-language support calls routed from the US.
• Document issues and resolutions accurately.

Conocimientos

Business-level English (spoken and written)

Strong communication skills

Problem-solving skills

Ability to learn complex products

Descripción del empleo

This is a high-skill product support role focused on assisting office and operational users. You will become an expert in the product and help users resolve functional issues (not technical troubleshooting).

Key Responsibilities

• Support front-office and back-office users.
• Assist maintenance and building security personnel.
• Resolve product usage issues and questions.
• Escalate complex issues to US Support and Engineering teams.
• Handle Spanish-language support calls routed from the US.
• Document issues and resolutions accurately.

Requirements

• Business-level English (spoken and written).
• Strong communication and problem-solving skills.
• Ability to learn complex products thoroughly.
• Customer support or product support experience preferred.
• Comfortable working in a fast-paced support environment.