Product Support Specialist

hace 6 días

Guadalajara, Jalisco, México Ottimate A tiempo completo

Job Type: Contractor/Full-time

Internal Job Title: Product Support Specialist L1

Location: Guadalajara, Jalisco or Chihuahua, Chihuahua (Hybrid)

Ottimate is an AI-powered AP [Accounts Payable] automation platform that empowers finance teams to reduce costs, prevent overpayments, detect fraud, and enforce policy compliance across the entire invoice-to-payment lifecycle.

About the role:

As a Product Support Specialist at our organization, you will be an integral part of the Product Support team, primarily focusing on Level 1 customer support. You will be responsible for addressing general inquiries, providing basic technical assistance, and ensuring customer satisfaction. This role involves collaboration with both the Support group and specialized teams, requiring oversight and assistance from Level 2 mentors or leads.

Responsibilities:

  • Member of Tier 1 Support Group
  • Respond promptly and courteously to general customer inquiries in accordance with our current customer service level agreements (SLAs).
  • Collaborate with team members within the team to address customer inquiries and issues together.
  • Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues.

Specialized Group Expansion:

  • In most cases, after a short period of time, expansion into other support areas is likely, based on business needs. You will work closely with your respective team members to provide support in these additional areas.
  • Collaborate with subject matter experts in specific areas to address complex customer issues.
  • Escalate issues to engineering through the Jira platform and maintain ownership through resolution.

Oversight and Assistance:

  • Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.
  • Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.
  • Escalate issues to higher-level team members or leads, as needed.

Requirements

  • Advanced English level.
  • Ability to work in a fast-paced environment with competing priorities
  • Previous experience in a customer-facing support role utilizing ticketing system(s) for issue tracking such as Jira, Freshdesk, or similar, SaaS experience a plus.
  • Basic understanding of technical support concepts and troubleshooting techniques.
  • Strong communication skills with the ability to convey technical information clearly and concisely.
  • Familiarity with supporting and troubleshooting API and CSV data integrations is highly desirable.
  • Familiarity with Jira, Freshdesk, or similar ticketing systems.
  • Familiarity with Accounting terminology is a plus.
  • Collaborative mindset and willingness to seek assistance and guidance when needed.

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply.

  • Product Support Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Ottimate A tiempo completo

    Job Type: Contractor/Full-timeInternal Job Title: Product Support Specialist L1Location: Guadalajara, Jalisco or Chihuahua, Chihuahua (Hybrid)Ottimate is an AI-powered AP [Accounts Payable] automation platform that empowers finance teams to reduce costs, prevent overpayments, detect fraud, and enforce policy compliance across the entire invoice-to-payment...

  • Product Support Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Insulet Corporation A tiempo completo

    Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.We are...

  • VR Support Specialist

    hace 1 semana

    Guadalajara, Jalisco, México MezTal A tiempo completo

    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...

  • VR Support Specialist

    hace 1 semana

    Guadalajara, Jalisco, México FlexTal Staffing LLC A tiempo completo

    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...

  • Technical Support Specialist

    hace 2 días

    Guadalajara, Jalisco, México Hygiena A tiempo completo

    GENERAL PURPOSETSS North Latam, to support sales team, customers and distributors in the North of Rest of Latam Territory, this resource will support Central America, Caribbean Islands, Colombia, Venezuela and Ecuador.The Technical Support Specialist (TSS) leverages and utilizes all available resources and work closely with Territory Sales Managers (TSM) to...

  • Technical Support Specialist

    hace 2 días

    Guadalajara, Jalisco, México Crunchtime A tiempo completo

    Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime's software is used today in over 150,000 locations across 100+ countries by the world's top restaurant and foodservice operators. Customers including...

  • Technical Support Specialist

    hace 3 horas

    Guadalajara, Jalisco, México Global Fleet Management A tiempo completo

    PosiTrace is a fast-growing software-as-a-service (SaaS) provider with over a thousand B2B customers in Mexico and worldwide. We specialize in GPS Tracking and Fleet Management solutions and are looking for a skilled Technical Support Specialist to join our team in Mexico.ResponsibilitiesProvide telephone and online technical support to existing customers in...

  • Technical Support Specialist

    hace 6 días

    Guadalajara, Jalisco, México Crunchtime A tiempo completo

    Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime's software is used today in over 150,000 locations across 100+ countries by the world's top restaurant and foodservice operators. Customers including...

  • IT Support Specialist

    hace 2 días

    Guadalajara, Jalisco, México Arrive Logistics A tiempo completo

    Who We Are Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to significantly grow year over year. Our success is a testament to our remarkable team and what we are building together. We're committed to providing employees with a meaningful work experience and have established an award-winning...

  • IT Support Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Nature's Touch A tiempo completo

    Who We AreAt Nature's Touch, you're not just building a career; you're joining a trailblazing team that believes in the power of collaboration, diversity, and continuous learning.Since 2004, we've been on a fast-growing journey from a small startup to a global leader in private-label frozen food manufacturing. With modern facilities across North America -...