(A04TSS) Customer Support Specialist - Onsite, Mexico City

Customer Support Specialist (Onsite - Mexico City)

Our client, a rapidly growing SaaS company, is looking for a Customer Support Specialist to join their team in Mexico City. This role is ideal for individuals with a strong technical background who excel at troubleshooting software issues, assisting customers, and delivering an exceptional user experience.

About the Role

As a Customer Support Specialist, you will be responsible for handling customer inquiries, diagnosing technical issues, and providing timely solutions. Working onsite in Mexico City, youll collaborate closely with internal teams to ensure customers receive top-notch support while also identifying opportunities to enhance product functionality and the support process.

Key Responsibilities

• Provide technical support via chat, email, and phone, addressing customer inquiries and troubleshooting issues.
• Analyze, diagnose, and resolve software-related problems, escalating more complex cases when necessary.
• Stay up to date on product features, system updates, and integrations to offer accurate guidance.
• Identify recurring issues and provide insights to improve customer experience and product development.
• Ensure customer satisfaction by delivering prompt and effective resolutions.
• Adhere to SLAs and meet performance metrics, including resolution time and CSAT scores.

Required Qualifications

• 2+ years of experience in a technical support role (e.g., IT Support, Service Desk, Technical Support Representative).
• Strong problem-solving skills with the ability to troubleshoot software-related issues.
• Excellent English communication skills (both verbal and written).
• Familiarity with operating systems (Windows, Mac OS) and software troubleshooting.
• Experience working with ticketing systems, live chat support, and knowledge base platforms.
• Ability to work onsite in Mexico City and manage multiple tasks efficiently.
• Basic understanding of SQL or programming concepts for debugging purposes.

Note: Candidates currently pursuing or holding a degree in Data Science or Engineering are encouraged to apply, even without prior work experience.

Preferred Qualifications

• Experience working with SaaS platforms, API integrations, and troubleshooting workflows.
• Proficiency in tools like Jira, Salesforce, and customer support platforms.
• Certifications such as ITIL, SaaS Operations, or SQL for Data Science are a plus.

Why Join?

This is an exciting onsite opportunity in Mexico City to work in a dynamic, fast-growing tech environment. The role offers hands-on experience with cutting-edge technology, career development opportunities, and a chance to make a direct impact on customer success. If you thrive in a collaborative and problem-solving environment, this position is perfect for you.