Representante de Soporte Técnico Remoto (Software)

Grupo-Salinas-S.A.-De-C.V.; México; Remote; MXN 180,000 - 240,000; Full time

Job summary

Grupo-Salinas-S.A.-De-C.V. is seeking a remote Representante de Servicio al Cliente Remoto - Soporte Técnico to join its fully remote team. The role focuses on delivering high-quality technical assistance and customer support for our software solutions from a home office in Mexico.

You will troubleshoot issues, guide users through features, and ensure timely resolutions while maintaining SLAs and accurate records. Strong communication and problem-solving skills are essential.

Qualifications

• Proven experience in technical support or customer service role, preferably with software.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and resolve software-related issues efficiently and effectively.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex technical problems to higher-level support or engineering teams.
• Maintain accurate and detailed records of customer interactions and technical issues.
• Contribute to the development and maintenance of a comprehensive knowledge base.
• Proactively identify trends in customer issues and provide feedback for product improvement.
• Ensure customer satisfaction by delivering timely and accurate resolutions.
• Adhere to service level agreements (SLAs) and company support policies.
• Collaborate with team members to share knowledge and improve support processes.

Skills

Technical support

Customer service

Software familiarity

Job description

Grupo-Salinas-S.A.-De-C.V. is seeking a remote Representante de Servicio al Cliente Remoto - Soporte Técnico to join its fully remote team. The role focuses on delivering high-quality technical assistance and customer support for our software solutions from a home office in Mexico.

You will troubleshoot issues, guide users through features, and ensure timely resolutions while maintaining SLAs and accurate records. Strong communication and problem-solving skills are essential.