Product Support Specialist - Level 1

New

OttimateAI-powered AP automation

Mexico RemoteContractEntry

Salary not disclosed

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Job Details

Advanced English level
Ability to work in a fast-paced environment with competing priorities
Previous experience in a customer-facing support role
Experience 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

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
Expand into other support areas based on business needs
Work closely with respective team members to provide support in 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
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

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