Entry-Level SaaS Support Specialist

Mitratech; Mexico; On-site; PHP 847,159 - 1,270,738; Full time

Job summary

Mitratech is seeking a Technical Support Specialist I to join our global support team. This entry-level role provides frontline assistance to customers, troubleshooting software issues, documenting interactions, and ensuring timely resolution of requests.

The ideal candidate is customer-focused, eager to learn, and motivated to develop expertise in enterprise software support. We seek individuals with strong English communication and a desire to grow technical skills in a fast-paced environment.

Qualifications

• 1–2 years in customer service or tech support
• Basic understanding of web-based apps, SaaS, browsers, OS, and networking

Responsibilities

• Serve as first point of contact via phone, email, chat, and support portal
• Troubleshoot routine software and configuration issues
• Reproduce issues, gather logs, and document details for escalation
• Create, document, and manage support tickets with SLAs
• Manage assigned cases with priority based on urgency and impact
• Meet performance metrics related to productivity, quality, responsiveness, and customer satisfaction
• Contribute to knowledge base with troubleshooting steps and resolutions

Skills

Customer service

Technical aptitude

English communication

Organizational skills

Problem solving

Ticketing tools

Education

Bachelor's degree in CS/IT/IS

Tools

Ticketing systems

Job description

Mitratech is seeking a Technical Support Specialist I to join our global support team. This entry-level role provides frontline assistance to customers, troubleshooting software issues, documenting interactions, and ensuring timely resolution of requests.

The ideal candidate is customer-focused, eager to learn, and motivated to develop expertise in enterprise software support. We seek individuals with strong English communication and a desire to grow technical skills in a fast-paced environment.