Customer Support Representative

hace 5 días

Ciudad de México, Ciudad de México Trilled Soluciones A tiempo completo

Support global products used by businesses across the U.S JOIN US TODAY

About the Role

At Trilled Soluciones, we connect exceptional talent in Mexico with high-growth companies in the United States. We've helped hundreds of professionals build meaningful careers while supporting products that power real businesses.

We're looking for Customer Support Representatives who are calm under pressure, technically curious, and passionate about delivering excellent customer experiences. This role is critical to ensuring customers receive fast, clear, and effective support across messaging and SaaS platforms.

If you enjoy problem-solving, owning issues end-to-end, and working remotely within a structured, high-performance team, this role is for you.

About the Client

Linq is a fast-growing technology company redefining how professionals connect, capture leads, and manage relationships — all from a mobile-first platform. Linq enables users to create digital business cards and comprehensive contact profiles that can be shared instantly via QR code, NFC, SMS, or email without the recipient needing an app.

What You'll Do

  • Serve as the first point of contact for customers via chat, email, and phone, delivering fast, confident, and clear support.
  • Troubleshoot common issues including account access, setup and configuration, feature usage, and messaging deliverability (SMS, RCS, iMessage).
  • Investigate and resolve cases by confirming symptoms, reproducing issues, and identifying root causes.
  • Own support tickets end-to-end, including escalations, follow-ups, and resolution.
  • Track shipments, replacements, provisioning updates, and related operational tasks tied to active issues.
  • Handle basic billing inquiries such as payment failures, past-due notices, and simple disputes.
  • Set clear expectations with customers around timelines, next steps, and ownership.
  • Document interactions accurately in the CRM and escalate issues with full context.
  • Identify recurring issues and share insights to help improve workflows and the overall customer experience.

QualificationsSkills & Experience

  • 1–3 years of experience in customer support or customer-facing roles
  • Clear, professional written and verbal communication
  • Strong problem-solving skills with reliable follow-through
  • Ability to manage multiple conversations and tools simultaneously
  • Experience with CRM or ticketing systems (HubSpot, Zendesk, Intercom, or similar)
  • Practical troubleshooting mindset (reproduce issues, validate fixes, document clearly)

Who You Are

  • Calm, empathetic, and solutions-oriented
  • Confident setting expectations and explaining next steps
  • Comfortable working remotely within a structured, process-driven team
  • Detail-oriented with a mindset of continuous improvement
  • Adaptable and collaborative across time zones and teams

Additional Details:

  • Location: Remote (Mexico City - based)
  • Schedule: Full-time, 40 hours per week; rotating shifts with weekend availability
  • Languages: Advanced English required
  • Compensation: Competitive base salary based on experience (paid in MXN), starting at $16,500
  • Employment Type: Full-time, long-term opportunity

Job Types: Full-time, Permanent

Pay: $16, $19,000.00 per month

Work Location: Remote

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