Customer Support Specialist - MXC (Mon-Fri 2:30pm to 10:30pm CST)

Mexico City, Mexico. Posted 26 days ago

The role

You will support AlertMedia customers by assessing inbound tickets and live chats regarding product issues and account questions. You will resolve issues via email, phone, or chat and escalate advanced cases to appropriate team members.

What you will do

Support AlertMedia customers by assessing inbound tickets and live chats
Communicate with professionalism and empathy to resolve customer issues
Stay updated on product knowledge with the help of the Learning & Development Manager
Manage customer tickets within the case queue
Escalate advanced customer cases to the appropriate team members
Collaborate with fellow team members

Required qualifications

Familiarity with Zendesk, Slack, Excel, Outlook, or similar
Tons of energy, humor, compassion, and enthusiasm
A passion for continual learning with a desire and willingness to be coached
The ability and desire to work in a fast-paced challenging environment
Exceptional phone etiquette & written communication skills
Strong listening skills
Thrives with both autonomy and collaboration
Outstanding communication skills
Bilingual English/Spanish is a must

Nice to have

1-2 years of experience in a customer support role in software is preferable

Benefits

Competitive Base Salary
Annual Company Bonus
100% Employer-Paid Medical, Dental, and Vision Coverage
Parental Leave Program
Christmas Bonus (Aguinaldo)
Generous Vacation and Holiday Policy
Monthly Work-from-Home Stipend
All Necessary Equipment Provided: Laptop, monitor and accessories
Recognition & Rewards
Language Immersion Program
Continuous Learning & Growth

Before you apply

This position is not eligible for visa sponsorship
Must have the legal right to work in Mexico without sponsorship now and in the future

About the company

AlertMedia is a high-growth, PE-backed SaaS company providing a risk intelligence and response platform. They help organizations protect people, operations, and brands.