MezTal

VR Support Specialist

MezTal

full-time

Posted on:

Location Type: Hybrid

Location: Guadalajara • 🇲🇽 Mexico

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Job Level

Mid-LevelSenior

About the role

  • Support the setup and deployment of study systems, including tracking system deliveries and scheduling training calls.
  • Act as the first point of contact for all inbound technical support requests from study participants, caregivers, and members of their care team.
  • Navigate troubleshooting requests to resolution, and communicate solutions and next steps to both internal and participants in a clear, patient, and accessible manner.
  • Write and deliver Bug Logs that clearly details steps to reproduce the bug, the overall impact on system usage, and assign severity level for the issue.
  • Work collaboratively with the Research, Community Engagement, and Product teams to ensure that all technical issues are resolved in a timely manner, and relevant feedback is shared and integrated into the product roadmap.
  • Manage communications with communities, participants, and families, ensuring we maintain the proactive and responsive delivery time that our brand is known for.

Requirements

  • Must-Have Requirements
  • - Customer service experience as a **first point of contact**.
  • - Excellent **verbal communication and active listening** skills.
  • - Ability to clearly explain **technical issues and solutions**.
  • - Strong **problem-solving and troubleshooting** skills.
  • - Effective **time management** and task prioritization.
  • - High **attention to detail** and respect for procedures.
  • - Comfortable working in a fast-paced environment.
  • - **Excellent English skills**.
  • - Positive, service-oriented attitude.
  • Nice-to-Have Requirements
  • - Experience supporting **VR hardware or software**.
  • - Interest in or knowledge of the **VR or health-tech industry**.
  • - Experience working with **caregivers, care staff, or aging communities**.
  • - Startup environment experience.
  • - Passion for **learning and teaching new technologies**.
Benefits
  • - 🎄 **Christmas Bonus**: 30 days, to be paid in December.
  • - 🩺 **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
  • - 🩹 **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
  • - 😁 **Dental Insurance**: Always smile with confidence!
  • - 💼 **Life Insurance**
  • - 🌴 **Vacation Days**: 12 vacation days.
  • - + 📅 **Floating Holidays**: 3
  • - 📱 Cell Phone Reimbursement & Transportation Subsidy.
  • - 🌐 **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
  • - 🌍 **Multicultural Exposure**: Work with operations within Mexico and the United States.
  • - 🎉 **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
  • - 💸 **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
  • - 📚 **Academic Agreements**: Access to national universities and language schools.
  • - 🚀 **Career Growth**: We will search for the best conditions for progressing in your career.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingtechnical supportbug loggingsystem deploymentcustomer servicetime managementtask prioritizationattention to detailVR hardwareVR software
Soft skills
verbal communicationactive listeningproblem-solvingservice-oriented attitudeclear explanationcollaborationpatienceresponsivenessadaptabilitylearning