Customer Support Expert: Mexico City Opportunity
hace 20 horas
As the market leader for SaaS Operations, BetterCloud empowers IT professionals to revolutionize their employee experience, maximize operational efficiency, and centralize data protection. With cutting-edge no-code automation, our innovative solutions enable thousands of forward-thinking organizations to automate processes and policies across their cloud application portfolio.
Job OverviewWe are seeking an experienced Technical Support Specialist to join our team in Mexico City. As a key member of our support squad, you will play a vital role in delivering exceptional customer experiences, resolving technical issues, and driving business growth.
Key Responsibilities- Become an expert in the BetterCloud platform and its foundational integrations (Google, Okta, Office 365, and more)
- Answer questions and solve problems for customers within our SLAs, primarily via chat (75%) and email/web ticket (25%) with occasional video calls
- Maintain a personal queue of customer cases in our ticketing system (Salesforce Service Cloud)
- Contribute to our online community and knowledge base to ensure customer-facing information stays up-to-date and relevant
- Collaborate with our Tier 2 and Escalation Management team to address advanced cases
- 1-2 years in a B2B customer-facing technical support or help desk role
- Google Workspace, Okta, Office 365 or other SaaS/Cloud-based applications administrative knowledge and/or certifications
- Experience with ticketing systems (Zendesk/Service Cloud/etc), JIRA, BigQuery, Google App Engine
- IT/Systems Administration experience
- Remote team experience
- Estimated Salary: $60,000 - $80,000 per annum
- Hybrid work model with up to 2 days per week working from home
- Generous PTO policy plus paid mental health days
- Competitive benefits package including seguro de gastos médicos mayores, seguro de asistencia médica, vision insurance, dental insurance, life insurance, and dedicated mental health resources
- Financial wellness support and one-time WFH stipend
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