Job Opportunities in Mexico

Responsibilities

• Respond to customer inquiries: Technical Support Analysts are responsible for answering the customers experience team’s technical questions and resolving technical issues that they encounter while using a product or service.
• Troubleshoot technical issues: Technical Support Analysts must be able to diagnose and troubleshoot technical problems that customers encounter with products or services.
• Provide technical guidance: Technical Support Analysts must provide customers with guidance on how to use a product or service effectively and efficiently.
• Document and escalate issues: Technical Support Analysts must document all issues that they encounter and escalate complex issues to higher-level support personnel.
• Conduct research: Technical Support Analysts must conduct research to identify and implement solutions to complex technical problems.
• Collaborate with other teams: Technical Support Analysts must collaborate with other teams, such as Engineering or Product Management, to identify and implement product improvements.

Qualifications

• Strong technical knowledge: Technical Support Analysts must have a strong technical background and be familiar with the products, systems, and technologies they support. Must have strong SQL Query skills. Also, a basic understanding of API fundamentals.
• Testing Mobile or Web applications: Technical Support Analysts should have experience testing mobile or web applications
• Analytical and problem-solving skills: Technical Support Analysts should be able to analyze complex technical problems and identify effective solutions in a timely manner.
• Excellent communication skills: Technical Support Analysts must be able to communicate effectively with customers and colleagues, both verbally and in writing. Proficiency in both Spanish and English languages is a requirement for this position.
• Customer service orientation: Technical Support Analysts should be focused on delivering excellent customer service and have the ability to empathize with customers and understand their needs.
• Attention to detail: Technical Support Analysts should be detail-oriented and able to accurately document issues and resolutions.
• Knowledge of support tools: Technical Support Analysts should be familiar with support tools such as ticketing systems, communication platforms, and knowledge management systems (e.g., JIRA, Slack, Confluence).
• Team player: Technical Support Analysts must be able to collaborate effectively with other members of the support team as well as with other departments such as engineering, product management, and sales.
• Flexibility and adaptability: Technical Support Analysts should be able to adapt to changing customer needs and technologies, and be willing to learn new skills.

Benefits

• Company-funded Health and Dental Insurance for employees and immediate family members
• Life insurance
• 30 days of Christmas bonus
• 20 days paid Vacation
• 50% Vacation premium
• 13% Saving funds
• $2,000 MXN monthly grocery coupons
• $2,000 USD annual Coworking Travel allowance
• $2,000 USD annual Professional Development allowance
• $500 USD annual Fitness allowance
• $500 USD Phone Finance allowance
• $250 USD Home Office equipment allowance
• $200 USD Headphone allowance