MezTal

Customer Success Specialist

MezTal

full-time

Posted on:

Location Type: Hybrid

Location: Guadalajara • Mexico

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About the role

  • - Monitor and respond to phone calls and emails
  • - Report on, investigate, and respond to tickets and escalations
  • - Maintain accurate and timely updates in the ticket tracking system
  • - Develop specialization in one or more software modules
  • - Participate in on-call rotation (including off-hours responsibilities)
  • - Contribute to special projects and form markups
  • - Document outcomes of customer interactions
  • - Attend scrum meetings
  • - Track progress toward ticket goals
  • - Participate in project management and specialization meetings
  • - Submit escalation tickets as needed
  • - Attend L10 meetings and complete scorecards
  • - Sync with Team Lead regarding status toward goals
  • - Review customer-specific SOPs
  • - Execute long-term projects
  • - Set and pursue specialization goals
  • - Learn new tools and best practices
  • - Achieve specialization milestones

Requirements

  • - **Reliable:** Consistently present and engaged in supporting your team and clients.
  • - **Positive and Professional:** Maintain an optimistic attitude and professional demeanor.
  • - **Calm and Composed:** Maintain clarity and focus when assisting others.
  • - **Strong Communicator:** Transparent, detail-oriented, and attentive in communication.
  • - **Patient and Kind:** Support users of all technical skill levels with empathy and professionalism.
  • - **Demonstrate Sound Judgment:** Prioritize needs appropriately and make thoughtful decisions.
  • - **Detail-Oriented:** Value accuracy and precision.
  • - **Committed to Growth:** Pursue ongoing personal and professional development.
  • - **High Integrity:** Act honestly and professionally at all times.
  • - **Adaptable and Flexible:** Adjust smoothly to schedule or priority changes.
  • - **Solution-Oriented:** Take ownership in resolving challenges effectively.
  • - **Focused on Excellence:** Strive to exceed expectations and maintain high standards of reliability and performance.
  • - **Technologically Proficient:** Comfortable troubleshooting technology and hardware issues; familiarity with G-Suite, Gmail, Word, and Excel.
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.

Soft Skills
reliablepositiveprofessionalcalmcomposedstrong communicatorpatientkinddetail-orientedsolution-oriented