Customer Support Operations Specialist
hace 1 mes
Kensium Solutions Llc is seeking a skilled Customer Support Operations Specialist to join their team. This exciting role offers the opportunity to play a crucial part in a fast-paced environment where innovation and collaboration thrive.
**Job Overview**
This position requires a professional with hands-on experience in support / incident management tools, excellent analytical and problem-solving abilities, and strong communication skills. The ideal candidate will be able to adapt quickly to change, prioritize tasks effectively, and work well under pressure.
**Responsibilities**
- Triage support requests in request tracking systems, such as Jira and Jira Service Manager.
- Install and configure Kensium software products (POS, WMS, Commerce Integrations) as directed by product owners.
- Own support tickets until closure, ensuring clients receive regular status updates and delivering exceptional client service.
- Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution.
- Analyze and troubleshoot requests before escalating to the Level 2 Support team with relevant details.
**Required Skills and Qualifications**
- Hands-on experience with warehouse management solutions, payment gateways, shipping solutions, tax integrations, etc.
- Proficient in software skills, including MS Office.
- Prior experience with Quality Assurance or Implementation of Systems is considered an asset.
- Graduate/Postgraduate (BA/B Tech/MCA) degree.
**Benefits**
- Competitive salary: $25,000 - $30,000 per month.
- Flexible working hours, including rotational shifts for early morning.
- Comprehensive health insurance.
- Addition vacation days or paid time off.
**Work Environment**
This is a full-time remote-hybrid position located in Mérida, Yuc., Mexico. The ideal candidate will be comfortable working independently and collaboratively as part of a team.
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