Technical Support Representative, Mexico

EBSCO; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global software company is seeking a Technical Support Representative to provide support for its software and solutions. The role involves troubleshooting and resolving customer issues while maintaining high satisfaction. Candidates should have 2 years of experience in application support, be fluent in English and Spanish, and possess strong communication skills. This position offers the flexibility of remote work.

Servicios

Flexibility and work-life balance

Resources and training for career growth

Formación

• 2 years of experience in an application support or software support role.
• Proven experience supporting enterprise or customer-facing applications.
• Fluent in spoken and written English and Spanish.

Responsabilidades

• Provide first line technical support via phone and email.
• Diagnose problems and identify solutions collaboratively.
• Instruct clients on product features and deployment.

Conocimientos

Customer support skills

Troubleshooting support

Communication skills

Research skills

Organization skills

Educación

BA/BS degree or equivalent practical experience

Herramientas

MS Office Suite

Issue tracking/ticketing systems

Descripción del empleo

Your Opportunity

The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the Technical Support Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.

What You'll Do

• Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
• Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction
• Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
• Answer customer questions and inquiries across entire suite of EBSCO products
• Perform problem determination / problem source identification to understand the root cause of a customer’s issue
• Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution
• Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing
• Communicate action plans to the client or EBSCO representative as appropriate
• Troubleshoot and resolve specific product related issues while maximizing customer satisfaction
• Conduct independent research in order to find solutions to customer problems
• Contributes to department attainment of organizational objectives and high client satisfaction

Your Team

Our team enjoys the flexibility and greater work life balance that working remotely offers. Ample resources, tools, training, and support are provided to ensure your continued success as a Technical Support Representative, as well as your further development and career growth at EIS.

About You

• 2 Years of experience in an application support or software support role
• Proven experience supporting enterprise or customer-facing applications
• Must have excellent communication skills, with the ability to translate technical issues into user-friendly language
• Experience working with issue tracking/ticketing systems
• Fluent in spoken and written English and Spanish
• Must be located in Mexico
• Strong working knowledge of MS Office Suite
• Strong organization skills a must
• Ability to work well in a team environment
• BA/BS degree or equivalent practical experience in Customer Support or call center environment

Pay Range

USD $0.00 - USD $0.00 /Yr.