Tier 1 Support Analyst - Supply Chain SaaS

Infios; México; On-site; MXN 180,000 - 240,000; Full time

Job summary

Infios, a supply chain software leader, is seeking a Technical Customer Support specialist in Mexico. You will provide phone and ticket-based support, triage issues, and guide customers through solutions.

Ideal candidates have 0-1 year of experience, strong English, excellent communication, and a collaborative mindset. You will learn runbooks, maintain SLAs, and help expand our Tier 1 service.

Qualifications

• Strong customer service skills and ability to multi-task.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize tasks and self-manage.
• Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day.
• Excellent listening, oral, and written communication skills with strong interpersonal skills.
• Possess strong sense of teamwork, integrity, and positive attitude.
• 0-1 year technical customer support experience.
• Fluency in English.

Responsibilities

• Provide comprehensive support through both phone and ticketing system.
• Gather initial information to understand and troubleshoot software-related issues.
• Document all relevant information accurately in the ticketing system.
• Assess and triage support cases, routing them to the appropriate internal teams.
• Maintain clear and concise communication with customers and internal teams.
• Meet defined SLAs for first response and resolution of support cases.
• Collaborate effectively with internal teams, external partners, and third-party vendors.
• Escalate tickets to appropriate teams or levels of support when necessary.
• Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA.
• Handle critical responses and elevate cases based on severity.
• Maintain a low call unanswered rate to ensure customer phone calls are promptly being addressed.
• Resolve issues based on defined runbooks, policies, and procedures.
• Curate various types of documentation utilized to expand the footprint of the Tier 1 service.
• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions.
• Meet or exceed the defined required customer service satisfaction score.

Skills

Customer service

English fluency

Multi-tasking

Troubleshooting

Problem solving

Communication

Teamwork

Learning agility

Job description

Infios, a supply chain software leader, is seeking a Technical Customer Support specialist in Mexico. You will provide phone and ticket-based support, triage issues, and guide customers through solutions.

Ideal candidates have 0-1 year of experience, strong English, excellent communication, and a collaborative mindset. You will learn runbooks, maintain SLAs, and help expand our Tier 1 service.