Customer & Application Support Associate

hace 1 semana

Guadalajara, México ARCOS A tiempo completo

**Position Summary**:
As a Customer & Application Support Associate, you will regularly interact with customers and provide daily technical support to ARCOS customers, post implementation.

**What you'll do**:
As a key member of our support team, you’ll play a vital role in delivering a positive customer experience. Your main responsibilities will include:

- Serve as the **first point of contact** for incoming customer calls and support cases
- **Manage and assign support tickets** from the queue promptly and accurately
- Provide timely, clear, and professional **verbal and written responses** to customer inquiries
- **Troubleshoot technical issues** across a large proprietary software system
- Draft and maintain **help documents** for customers, including updates for new product releases
- **Lead conference calls and webinars** to walk customers through troubleshooting or feature explanations
- Analyze incoming support cases to **determine root cause and appropriate resolution steps**:

- Write and update **training materials and user-facing procedure manuals**:

- Perform **manual testing** of new and existing features when needed
- Participate in the **on-call rotation** to support customers outside standard business hours
- Take on **additional tasks and projects** as assigned

**Requirements**:
Achiever: Self-Motivation and strong attention to detail.

Organizational skills and the ability to meet deadlines and follow instructions.

Service: A strong desire to deliver exceptional service and quickly identify or resolve inquiries/issues to ensure customer satisfaction

Responsibility: Drive to take responsibility and ownership for your work.

Ability to properly manage expectations.

Strategic Thinking: Natural curiosity and to sort through a problem and find the best outcome solution.

Problem Solving: Ability to think things through with incomplete data

Empathy: Ability to understand and relate to customer’s feelings and emotions.

Activator: An impatience to move others to action

Communicator: Desire and skill to convey detailed information verbally and written to internal and external customers.

**Benefits**

We offer benefits above the legal requirements, including **Major Medical Expenses Insurance**, **Life and Health Insurance**, **monthly food coupons**, and** a savings fund**all designed to support your well-being and financial stability.

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