Support Analyst Tier 1: Customer Care & Troubleshooting

Infios US, Inc.; México; Remote; MXN 180,000 - 270,000; Full time

Job summary

Infios is seeking a diligent Tier 1 Technical Customer Support professional in Mexico to provide multi-channel support, gather essential information, and document interactions in the ticketing system. You will triage cases, communicate effectively with customers and internal teams, and meet defined SLAs for response and resolution.

The role emphasizes quick learning, teamwork, and strong English communication skills, with opportunities to grow within an expanding supply chain software

Qualifications

• Customer-focused support is required.
• Strong analytical and troubleshooting abilities.
• Ability to prioritize tasks and manage time effectively.
• Willingness to learn and expand knowledge of processes and applications.
• Excellent listening, verbal and written communication with interpersonal skills.

Responsibilities

• Provide comprehensive support through phone and ticketing system.
• Gather information to understand and troubleshoot software issues.
• Document all relevant information accurately in the ticketing system.
• Assess and triage support cases, routing to internal teams when needed.
• Maintain clear and concise communication with customers and internal teams.
• Meet defined SLAs for first response and resolution of support cases.
• Escalate tickets to appropriate teams or levels as necessary.

Skills

Customer service

Multi-tasking

Analytical thinking

Troubleshooting

Prioritization

Rapid learning

Communication skills

Teamwork

English fluency

Technical support experience (0-1 year

Job description

Infios is seeking a diligent Tier 1 Technical Customer Support professional in Mexico to provide multi-channel support, gather essential information, and document interactions in the ticketing system. You will triage cases, communicate effectively with customers and internal teams, and meet defined SLAs for response and resolution.

The role emphasizes quick learning, teamwork, and strong English communication skills, with opportunities to grow within an expanding supply chain software