Tier I Product Support Specialist - Empower Teams

Neostella; Región Centro; Presencial; MXN 180.000 - 280.000; Jornada completa

Descripción de la vacante

Neostella is seeking a Tier I Product Support Specialist to join our team in a fast-growing environment. You will be the first point of contact for product support, triaging issues, and ensuring prompt, quality customer service across multiple clients and internal teams.

Ideal candidates are self-motivated, investigative, with strong English skills (B2+), and capable of adapting to evolving processes. Experience with Filevine, Zendesk, and Jira is a plus, as are cloud monitoring tools.

Formación

• Strong communication and customer service skills.
• English proficiency, B2 or higher, preferred C1.
• Ability to diagnose and troubleshoot common software issues.
• Experience collaborating with multiple clients and internal teams.

Responsabilidades

• Monitor, log, and categorize incoming support tickets.
• Provide initial diagnosis and troubleshooting for application issues.
• Follow SOPs to resolve common problems and meet SLAs.
• Respond to inquiries via email, chat, or ticketing systems.
• Document steps and solutions in the knowledge base.
• Escalate complex issues to Tier 2 and development teams.

Conocimientos

Communication skills

Customer service mindset

English proficiency (B2+ / C1)

Multi-client relationship management

Troubleshooting software issues

Herramientas

Filevine

Zendesk

Jira

Coralogix

Nagios

New Relic

Descripción del empleo

Neostella is seeking a Tier I Product Support Specialist to join our team in a fast-growing environment. You will be the first point of contact for product support, triaging issues, and ensuring prompt, quality customer service across multiple clients and internal teams.

Ideal candidates are self-motivated, investigative, with strong English skills (B2+), and capable of adapting to evolving processes. Experience with Filevine, Zendesk, and Jira is a plus, as are cloud monitoring tools.