Support Specialist
K
KojoConstruction Technology
Location: Mexico Secondary Locations: Chile, Colombia, Brazil Workplace: Remote Kojo’s team members work from home 100% of the time across North and South America., business hours congruent with their local time zoneFull-TimeMiddle
Salary20,000 - 30,000 USD per year
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Job Details
- Experience
- 2–4 years
- Required Skills
- JiraCustomer supportSaaSSlackZendeskNotion
Requirements
- 2–4 years in a high-volume customer support role (25+ tickets/day sustained).
- Independent technical troubleshooting in SaaS, IT, or integrations — comfortable working from logs, dashboards, runbooks, and customer screenshots without an engineer holding your hand. T1 SaaS support, IT helpdesk with autonomy, NOC, or technical implementations all qualify.
- Time-sensitive customer work in an environment where a delayed reply has real consequences — AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support.
- Remote work under SLA targets, throughput tracking, and online-status visibility, with comfort treating that as part of the role.
- A real, describable system for managing 15–30 open threads at once — specific tags, queues, and daily review times you could walk us through on a Wednesday morning.
- Clear, warm written communication under time pressure — able to adapt tone to the audience (concise for a foreman, formal-but-human for an IT admin, warm-but-honest for an exhausted AP clerk) without ever putting blame on the customer.
Responsibilities
- Owning 30–40 customer cases per day across email, chat, and occasional phone or video [roughly 150 customer interactions per week]
- Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks before going back to the customer.
- Diagnosing common issues such as ERP sync gaps (Spectrum, Sage 300 CRE, NetSuite), SSO redirect loops after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the field and the system.
- Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed Jira ticket — and exercising sound judgment about what to escalate, what to loop a CSM into, and what to own end-to-end.
- Owning tickets through to resolution with proactive customer communication and clear status updates.
- Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs.
- Spotting trends across tickets and flagging them to Support Leadership and Product so we address root causes, not just symptoms.
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