Product Support Specialist I

1 hour, 21 minutes ago
Junior
Customer and Technical Support
Mitratech

Mitratech

Mitratech specializes in automating processes through innovative solutions and services in compliance, risk management, enterprise HR, and legal operations, empowering organizations to effectively manage risks and scale for future growth.

Professional Services
1K-5K
Founded 1987
$3M raised

Description

  • Handle up to eight new customer cases per day across email, phone, chat, and a self-service portal.
  • Take inbound phone calls in English and troubleshoot issues live with customers.
  • Join occasional video calls to review the customer’s screen and resolve issues collaboratively.
  • Learn the e-billing application end-to-end and eventually administer the platform directly.
  • Log customer interactions accurately in Salesforce and maintain clear case records.
  • Prioritize cases by SLA and severity, provide workarounds, and escalate or flag recurring patterns.
  • Participate in the after-hours on-call rotation.
  • Collaborate with the distributed support team through knowledge sharing and cross-team communication.

Requirements

  • Must reside in Mexico due to business and compliance requirements.
  • Fluent English, written and spoken, with a short written assessment as part of the interview process.
  • At least 1 year of experience in a customer-facing role, ideally involving phone or live support in English.
  • Strong written communication skills with the ability to write clear, professional, and accurate responses.
  • Ability to work independently and manage a personal queue without close supervision.
  • Detail-oriented with strong attention to case accuracy and completeness.
  • Honest, straightforward, and comfortable working in a close-knit remote team.
  • Experience with Salesforce or another ticketing/CRM system is preferred.
  • Bilingual Spanish/English is a plus.
  • Basic Microsoft Excel skills and familiarity with Windows OS and Microsoft Office are preferred.
  • Availability to work 10:00 am–7:00 pm Central Time, US.
  • Willingness to participate in an after-hours on-call rotation.

Benefits

  • Fully remote work arrangement.
  • Opportunity to grow into platform administration responsibilities after product training.
  • Work with a globally dispersed team supporting customers across North America.
  • Collaborative team culture with knowledge sharing and cross-team support.
  • Equal-opportunity employer committed to diversity and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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