Premier Support Engineer

Ultimate.Ai; Xico; Teletrabalho; MXN 167 000 - 312 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Remote work culture

Paid time off

Training & development

Resumo da oferta

NTT DATA Services is seeking a Customer Support Specialist to join a remote-first team serving clients across Mexico. You will handle inquiries via email, chat, and phone, resolving issues efficiently and maintaining accurate CRM records.

Ideal candidates have proven customer support experience, strong Spanish communication, and the ability to work independently in a remote setting while upholding data privacy and service standards.

Qualificações

• 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.

Responsabilidades

• 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 elevate feedback to relevant departments for product and service improvements.
• Contribute to the development of support documentation and knowledge base articles.
• Achieve and exceed 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.

Conhecimentos

Customer support experience

Spanish language

CRM software

Problem solving

Remote work discipline

Ferramentas

CRM systems

Descrição da oferta de emprego

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.

Key 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 elevate 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.

Requirements

• 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.

Benefits

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.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.