Technical Support Representative
O
OrumSales Software
Candidates must be based in Mexico - we are not considering candidates in other locations at this time.Full-TimeMiddle
SalaryMX$550K - MX$700K; MX$550K – MX$700K
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Job Details
- Experience
- 2+ years of experience in Technical Support
- Required Skills
- Data AnalysisTechnical supportCustomer supportSaaS
Requirements
- 2+ years of experience in Technical Support
- Candidates must be based in Mexico
- Ticketing system experience
- Experience troubleshooting software as a service (SaaS)
- Intermediate proficiency with Google Apps suite
- Live chat and email support channel experience
- Experience with operating ticket queues
- Experience with real-time troubleshooting
- Video conference troubleshooting
- Remote access troubleshooting
Responsibilities
- Efficiently manage a high-volume, multi-channel ticket queue within our ticketing application.
- Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment.
- Maintain an average resolution time that aligns to internal SLA.
- Resolve the majority of inbound customer queries independently using available resources.
- Execute rigorous data capture discipline by gathering critical raw technical data.
- Perform thorough due diligence and complete required technical templates when escalating unresolved issues.
- Proactively surface process gaps, documentation needs, or trending product usability challenges.
- Build strong cross-functional relationships and collaborate with internal teams.
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