Product Support Engineer

AI Job Matching - 1-on-1 coaching to improve your resume, applications, and interviews with expert guidance Project Description: We are a team of Product Support Engineers for a high‑end hardware‑based testing solution. Our customers include service providers, network equipment manufacturers and enterprises who use it to test, measure and validate their network designs and devices. With the help of our products, our clients can deploy services and release equipment with confidence to the market. We support a broad array of network emulated protocols and an API that enables automating repetitive tasks, such as hardware regression testing. Our platform can emulate complex network topologies and traffic conditions, thus, quickly identifying problem areas with intelligent and relevant results. Our testing solution operates at layers 2 and 3 of the OSI model and it consists of a test GUI and API, both running over specialized hardware. Responsibilities: As member of our Support Services team you would represent our client's brand by providing customers and end users with great technical support by the proper handling of support cases. These cases involve the following activities. Respond incoming Service Requests from external customers, and our Sales Engineers and Sales teams via telephone and email and moving them forward until their proper termination. Internally replicate customer scenarios by the use of routers, switches and other network equipment. Communicate with other teams regarding bugs and follows-up to make sure fixes are received, tested and conveyed to the customer. Complete and maintain records of customer issues and product defects using CRM tools like SalesForce. Occasionally attend on‑site training and support for the customers. Mandatory Skills Description: Solid Data Networks fundamentals including network equipment and protocols. Solid scripting fundamentals. Ability to perform basic tasks with a scripting or programming language. Troubleshooting abilities. Ability to communicate fluently in Spanish and English in verbal and written form. Bachelor's degree in related engineering or computer science areas or equivalent years of experience. Nice‑to‑Have Skills Description: Formal training and certification in networking concepts such as Cisco or Spirent certification. 1+ years of experience working in customer service/call center environment. Strong Spanish and English communication skills - both written and verbal. Ability to be patient, empathetic, and act urgently to resolve customer‑centric matters. Computer proficiency with MS Suite. Nice to Have Skills & Experience Experience working for large enterprise. Job Description Insight Global is looking for Customer Support Specialists to join a large HCM client on a permanent basis in Mexico. In this role the candidate will be responsible for providing support via phone call and email to customer employees for any payroll related issues. Previous experience working in customer service and strong communication skills/soft skills are essential to succeed in this role. Please note must be available between working hours of 8 am to 8 pm EST for 8 hour shifts. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as short‑term and long‑term disability, life insurance and AD&D. Employees will also have access to a registered retirement savings account with employer matching. Employees in this role are also entitled to sick leave and/or other paid time off as provided by applicable law. If you are interested in this assignment and operate as an independent contractor, please reach out to us for more details. Performance Reviews every 6 months: 6-month bonus. 12-month salary raise. 18-month bonus. 24-month salary raise. Law-mandated benefits plus additional perks Customer Service Representative Company Description iDriveYourCar offers professional chauffeurs on demand, serving over 10,000 corporate and individual clients for more than a decade. Our selectively recruited and extensively screened drivers have been consistently vetted through positive client reviews. Our service provides first‑class transportation at a fraction of the cost of limos and ride‑shares. Role Description This is a full‑time remote role for a Customer Service Representative. The Customer Service Representative will handle day‑to‑day tasks, including responding to customer inquiries, providing exceptional customer support, ensuring customer satisfaction, and enhancing the overall customer experience. The role involves managing communication with clients via phone, email, and chat, addressing any concerns or questions, and coordinating with drivers to ensure successful ride experiences. Qualifications Customer Service, Customer Support, and Customer Satisfaction skills FLUENT/NATIVE ENGLISH Experience in enhancing Customer Experience Strong communication and interpersonal skills Ability to work independently and remotely Proficiency in using technology and CRM software Problem‑solving and conflict resolution skills Previous experience in the transportation or service industry is a plus High school diploma or equivalent; additional qualifications are beneficial Recruit, hire, train, and lead the local customer support team. Create customer‑facing scripts, communication templates, support playbooks, and Standard Operating Procedures (SOPs) in compliance with local regulations. Oversee the team's handling of all inbound inquiries regarding loan status, repayments, technical issues, and payment processing failures. Manage non‑standard payment inquiries, including repayment difficulties, extension requests, and disputes, working closely with the Collections team. Set and monitor clear team KPIs, implement a QA framework to monitor interactions and ensure service quality. Analyze customer feedback, complaints, and contact drivers to identify systemic issues and risks. Provide structured feedback to the Product, Risk, and Collections teams to drive business improvements. Act as the primary owner for all escalated customer complaints. Job Responsibilities: Responsible for installation of UIH diagnostic imaging equipment within a designated product range at the customer site; Work closely with Customer Care Center (regional and headquarter level) to carry out troubleshooting, maintenance, and updates of designated product modalities under supervision; Attend service training courses and work toward completion of UIH Professional Certificate to build competence in providing technical assistance and support to our customers; Escalate at appropriate situations when customer satisfaction is compromised and ensure contractual obligations are met. Other tasks assigned by supervisors. Qualification Requirements: Technical associate’s degree or above; Familiar with the principle and structure of diagnostic imaging equipment (DR/CT/ MR/PET, etc.). Definitely needs to have MRI working experiences. Good IT, Microsoft Office and Networking Infrastructure skills; Have the ability to find and troubleshoot faults in the field; Strong communication and coordination skills, good customer‑oriented service manner, excellent team cooperation spirit; A flexible approach to work, travel and unsociable hours; Valid driving license and good driving record. Key Competences: System configuration and debugging Troubleshooting Replacement of spare parts On‑site training The Customer Service Specialist is responsible for delivering high‑quality support to customers by handling inquiries, resolving issues efficiently, and ensuring a positive customer experience. This role plays a key part in supporting daily operations, maintaining strong customer relationships, and contributing to service excellence in a fully remote environment. Key Responsibilities Serve as the primary point of contact for customer inquiries via email, chat, and/or phone. Provide accurate, timely, and professional responses to customer questions and concerns. Resolve customer issues efficiently while maintaining a high level of customer satisfaction. Escalate complex cases to the appropriate internal teams when necessary. Document customer interactions and resolutions accurately in internal systems. Collaborate with Operations, Finance, and other internal teams to ensure effective issue resolution. Follow established processes, policies, and service‑level agreements (SLAs). Identify recurring issues and provide feedback to improve processes and customer experience. Required Qualifications 2+ years of experience in a Customer Service, Support, or Operations‑related role. Advanced English proficiency (spoken and written). Strong communication, problem‑solving, and interpersonal skills. Ability to manage multiple cases simultaneously in a fast‑paced, remote environment. High attention to detail and strong organizational skills. Preferred Qualifications Experience supporting U.S.-based customers. Familiarity with CRM or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk). Experience working in a remote or distributed team environment. Customer‑focused mindset Strong ownership and accountability Adaptability and resilience Professional and empathetic communication Team collaboration What We Offer Stable and growing company with offices based in Miami Customer Service Support Manager As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide in building high‑performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations. We are currently hiring on behalf of Dysolve, a U.S.-based, technology‑driven company operating at the intersection of education and healthcare. Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence‑based approaches. This role offers a unique opportunity to work within a mission‑driven education and healthcare environment while being employed and supported by Adlecta’s global team. The Customer Support Manager is responsible for leading, developing, and overseeing the customer support function supporting Dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight‑gathering objectives. The manager acts as a key link between frontline support agents, Adlecta leadership, and Dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform marketing research and product development. Work Schedule & Location Full‑time, remote position Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET) Must be available to work during U.S. business hours Key Responsibilities – Team Leadership & Performance Lead, coach, and manage a team of Customer Experience Specialists. Oversee onboarding, training, and continuous development of support agents. Monitor individual and team KPIs, including CSAT, response times, resolution rates, sales, retention, and feedback collection metrics. Conduct regular performance reviews, feedback sessions, and improvement plans. Foster a culture of empathy, accountability, precision, and professionalism. Operations & Quality Assurance Ensure all customer interactions strictly follow approved scripts, policies, procedures, and compliance standards. Review calls, emails, chats, and CRM records to ensure accuracy, tone, and adherence to guidelines. Support agents in handling complex, sensitive, or escalated customer cases. Identify recurring issues, quality gaps, or training needs and implement corrective actions. Ensure complete, accurate, and timely documentation in Salesforce and related systems. Customer Feedback, Insights & Research Establish clear processes for customer support agents to actively gather, document, and categorize customer feedback during interactions. Ensure customer insights related to user experience, objections, unmet needs, and feature requests are consistently captured. Collaborate with marketing and product teams to transform customer feedback into actionable insights for marketing research, messaging refinement, and product improvement. Address gaps where feedback collection has been previously underutilized or neglected, ensuring it becomes a core responsibility of the support function. Process Improvement & Reporting Continuously improve support workflows, escalation paths, QA processes, and internal documentation. Collaborate with Adlecta leadership and Dysolve teams to refine KPIs and SLAs. Prepare and present regular performance, quality, retention, and customer insight reports. Act as the voice of the customer by sharing trends, pain points, and improvement opportunities with cross‑functional teams. Customer Experience & Retention Ensure high‑quality handling of technical, billing, service, and account‑related issues. Guide agents in applying retention strategies and approved incentives when appropriate. Maintain the highest standards of confidentiality, data security, and precision of language in a regulated environment. Ensure consistent, empathetic, and professional communication across all customer touchpoints. Requirements Proven experience as a Customer Support Manager, Team Lead, or Supervisor. Strong background in customer service, support operations, sales, retention, or customer experience management. Native‑level English (spoken and written). Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., TalkDesk or similar). Strong leadership, coaching, and conflict‑resolution skills. Highly organized, detail‑oriented, and process‑driven. Ability to work in sensitive, compliance‑focused environments such as education or healthcare. Analytical mindset with the ability to leverage data and KPIs to drive performance and improvements. Comfortable working in a fast‑paced, evolving environment. Nice to Have Experience in education, healthcare, mental health, or other regulated industries. Experience building or scaling customer support teams. Experience creating SOPs, QA frameworks, feedback loops, or training programs. Experience working with remote or international teams. Why Join Adlecta Global Exposure – Work with international clients across education and healthcare while being part of a growing global BPO organization. Stability & Support – Be employed by Adlecta, with structured HR, operational, and leadership support. Meaningful Work – Contribute directly to Dysolve’s mission of improving lives through education‑and‑healthcare‑driven AI solutions. Career Growth – Strong performers can grow into senior leadership, operations, or multi‑client management roles. Professional Development – Gain hands‑on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy. At Adlecta, we don’t just place talent — we build long‑term partnerships with our clients and empower our people to grow. Location: Remote (Mexico) Experience Level: 2+ Years Base Salary: MXN $3,0 0 per week (net). Weekly Bonus: Up to MXN $,000 based on attendance and punctuality. Total Weekly Earnings: Up to MXN 5,000 net (approx. MXN 20,000/month). Language Requirement: Advanced English proficiency What We’ll Do What We’re Looking For Advanced English and Spanish proficiency (spoken and written). Minimum 2 years of call center experience required. Experience in customer service and soft sales roles preferred. Comfortable using multiple software programs simultaneously. Excellent communication, active listening, and problem‑solving skills. Detail‑oriented, proactive, and organized. Strong time management and ability to work independently. Seeking candidates interested in long‑term employment and career growth. Base Salary: MXN $3,0 0 per week (net). Weekly Bonus: Up to MXN 2,000 based on attendance and punctuality. Total Weekly Earnings: Up to MXN 5,000 net (approx. MXN 20,000/month). Performance Reviews every 6 months: 6‑month bonus. 12‑month salary raise. 18‑month bonus. 24‑month salary raise. Law‑mandated benefits plus additional perks #J-18808-Ljbffr