Product Support Specialist

Job Type: Contractor/Full-time

Location: Guadalajara, Jalisco (Hybrid)

About the role:

As a Product Support Specialist at our organization, you will be an integral part of the Product Support team, primarily focusing on Level 1 customer support. You will be responsible for addressing general inquiries, providing basic technical assistance, and ensuring customer satisfaction. This role involves collaboration with both the Support group and specialized teams, requiring oversight and assistance from Level 2 mentors or leads.

Responsibilities:

• Member of Tier 1 Support Group
• Respond promptly and courteously to general customer inquiries in accordance with our current customer service level agreements (SLAs).
• Collaborate with team members within the team to address customer inquiries and issues together.
• Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues.

Specialized Group Expansion:

• In most cases, after a short period of time, expansion into other support areas is likely, based on business needs. You will work closely with your respective team members to provide support in these additional areas.
• Collaborate with subject matter experts in specific areas to address complex customer issues.
• Escalate issues to engineering through the Jira platform and maintain ownership through resolution.

Oversight and Assistance:

• Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.
• Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.
• Escalate issues to higher-level team members or leads, as needed.

• Advanced English level.
• Ability to work in a fast-paced environment with competing priorities
• Previous experience in a customer-facing support role utilizing ticketing system(s) for issue tracking such as Jira, Freshdesk, or similar, SaaS experience a plus.
• Basic understanding of technical support concepts and troubleshooting techniques.
• Strong communication skills with the ability to convey technical information clearly and concisely.
• Familiarity with supporting and troubleshooting API and CSV data integrations is highly desirable.
• Familiarity with Jira, Freshdesk, or similar ticketing systems.
• Familiarity with Accounting terminology is a plus.
• Collaborative mindset and willingness to seek assistance and guidance when needed.

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply.