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As a Customer Support Representative, you will serve as a vital point of contact for our customers. You will be responsible for delivering high-quality support, managing inquiries, and ensuring a seamless customer experience across our products and services. This role requires English/Spanish fluency and occasional onsite presence at the client’s Mexico City office.What You'll Do: Respond to customer inquiries via phone, email, and web portal, delivering clear and professional support.Document all correspondence, research, internal inquiries, and relevant details in the ticketing system.Provide dedicated support during standard West Coast working hours (PST).Communicate effectively with internal team members as needed.Record all communications, research findings, and actions taken in the ticketing system to maintain accurate case history.Collaborate with team members for assistance and escalate issues to management when appropriate.Use internal systems to further your understanding of the client’s platform and replicate customer-reported issues as needed.Educate customers on support processes, available resources, and best practices to ensure a positive experience.Provide support for the client’s software platform, assisting with troubleshooting, documentation, and day-to-day inquiries.Be onsite at the client’s Mexico City office approximately once a month for support and collaboration (travel is required if not local).Must Have:3+ years of experience in customer support or a related field, ideally in the software industry.Strong phone support skills, with the ability to communicate clearly and handle live customer conversations confidently.Excellent written and verbal communication abilities.Active listening skills with the ability to understand and respond to customer needs effectively.Ability to multitask, prioritize, and manage time efficiently.Experience working with ticketing systems and customer support platforms.Technical aptitude and ability to quickly learn new software and tools.Patience, empathy, and a genuinely customer-focused mindset.Fluent in English and Spanish, both written and spoken (required).Nice To Have (Preferred but Not Required):Experience working with SQL SSMS.Proficiency with FreshDesk, Slack, Gmail, TeamViewer, and MS RemoteDesktop.Background in business analysis of software products.
