VR Support Specialist

We are looking for a motivated VR Support Specialist to join our team and act as a friendly, forward-facing resource for participants, caregivers, and care staff. In this study, older adults aging in place will be using our platform to connect with residents of local senior living communities, helping to reduce social isolation and improve wellbeing. Our platform offering is on point for the market and supported by an incredible team, and we're excited to add this role to help participants and their support networks navigate any potential challenges that arise as our platform is used in more diverse settings.

The VR Support Specialist is responsible for helping customers, participants, and caregivers troubleshoot issues with their system, coordinating the setup and scheduling of training calls, maintaining records of technical support interactions, and collaborating with others to improve the company's overall technical support capabilities. During the first six months, the Specialist will focus on shadowing our experienced VR Support Specialist and assisting with participant training, gradually transitioning to primarily supporting study participants and their care teams. Execution and an operational mindset are essential for success in this role.

If you're unafraid to lean into the unknown and find solutions to technical user challenges, and you find excitement in learning about cutting-edge technology, you've come to the right place Of course, we're certain you'll be a part of collecting some pretty incredible moments of impact each day, and can't wait to see the stories come in.

Roles & Responsibilities

• Support the setup and deployment of study systems, including tracking system deliveries and scheduling training calls.
• Act as the first point of contact for all inbound technical support requests from study participants, caregivers, and members of their care team
• Navigate troubleshooting requests to resolution, and communicate solutions and next steps to both internal and participants in a clear, patient, and accessible manner
• Write and deliver Bug Logs that clearly details steps to reproduce the bug, the overall impact on system usage, and assign severity level for the issue
• Work collaboratively with the Research, Community Engagement, and Product teams to ensure that all technical issues are resolved in a timely manner, and relevant feedback is shared and integrated into the product roadmap
• Manage communications with communities, participants, and families, ensuring we maintain the proactive and responsive delivery time that our brand is known for

Requirements
Must-Have Requirements

• Customer service experience as a first point of contact.
• Excellent verbal communication and active listening skills.
• Ability to clearly explain technical issues and solutions.
• Strong problem-solving and troubleshooting skills.
• Effective time management and task prioritization.
• High attention to detail and respect for procedures.
• Comfortable working in a fast-paced environment.
• Excellent English skills.
• Positive, service-oriented attitude.

Nice-to-Have Requirements

• Experience supporting VR hardware or software.
• Interest in or knowledge of the VR or health-tech industry.
• Experience working with caregivers, care staff, or aging communities.
• Startup environment experience.
• Passion for learning and teaching new technologies

Benefits

• Christmas Bonus: 30 days, to be paid in December
• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN
• Minor Medical Insurance: VRIM membership with special discounts on doctor's appointments and accident reimbursements
• Dental Insurance: Always smile with confidence
• Life Insurance
• Vacation Days: 12 vacation days
• • Floating Holidays: 3
• Cell Phone Reimbursement & Transportation Subsidy
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work
• Multicultural Exposure: Work with operations within Mexico and the United States
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals
• Exclusive Discounts: Benefits with different companies for being part of MezTal
• Academic Agreements: Access to national universities and language schools
• Career Growth: We will search for the best conditions for progressing in your career