Product Support Specialist I
New
M
MitratechLegal, Risk, Compliance
Remote Mexico, 10:00 am – 7:00 pm US Central TimeFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Fluent English (written and spoken)
- Experience
- At least one year of experience in a customer-facing role
- Required Skills
- SalesforceMicrosoft ExcelMicrosoft OfficeCRMCustomer support
Requirements
- Fluent English (written and spoken) with the ability to pass a written assessment.
- At least one year of experience in a customer-facing role, ideally involving phone or live support.
- Solid written communication skills, capable of professional and accurate documentation.
- Ability to work independently and manage a personal queue without close supervision.
- Strong attention to detail.
- Residency in Mexico is required.
- Availability to work the shift from 10:00 am – 7:00 pm US Central Time.
- Experience with Salesforce or a ticketing/CRM system is preferred.
- Bilingual Spanish/English is a plus.
- Basic Microsoft Excel skills.
- Familiarity with Windows OS and Microsoft Office.
Responsibilities
- Handle up to eight new cases per day across email, phone, chat, and a self-service portal.
- Take inbound phone calls in English, troubleshoot live, and use video calls to assist customers.
- Learn the e-billing application end-to-end to earn certification for platform administration.
- Log every interaction clearly in Salesforce, ensuring accurate and accessible case records.
- Prioritize cases by SLA and severity, communicate workarounds, and flag patterns for the team.
- Participate in the after-hours on-call rotation.
- Contribute to team culture by sharing knowledge and collaborating across the distributed team.
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