Technical Support Representative
New
P
PeekSaaS / Tourism
Mexico City, Cabo San Lucas, Monterrey, Guadalajara, Cancún, 8 am to 11 pm Mon-Fri, 9 am to 8 pm Sat, 10 am to 8 pm Sun (Eastern Time)Full-TimeEntry
Salary$20.800 MXP gross monthly salary
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceJiraCustomer serviceTroubleshootingTechnical supportSaaSSlackZendesk
Requirements
- 2+ years of experience in customer service and/or technical support.
- Excellent English written, oral, and interpersonal communication skills.
- Minimum 50 WPM on a typing exam.
- Full-time availability and ability to work 5 consecutive days, potentially including weekends.
- Demonstrated ability to troubleshoot and teach software to non-technical users.
- Strong deductive reasoning and problem-solving skills.
- Punctual and reliable with a consistent, distraction-free home workspace.
- Discretion in handling sensitive partner or business information.
- Natural enthusiasm for helping others solve technical issues.
Responsibilities
- Manage customer inquiries across phone, email, and helpdesk channels while maintaining high satisfaction.
- Draft instructional and timely responses for product and technical queries.
- Participate in team meetings and collaborate with colleagues across the organization.
- Represent the customer voice internally by documenting feedback via Zendesk.
- Stay updated on evolving product features to contribute to knowledge base and template improvements.
- Meet monthly performance metrics regarding ticket resolution, CSAT, and QA scores.
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