Product Support Specialist I

Mitratech

Product Support Specialist maintaining e-billing platform operations for North American customers. Handling customer issues via email, phone, and chat in a remote role based in Mexico.

Posted 6/25/2026full-timeRemote • 🇲🇽 MexicoJuniorWebsite

About the role

Key responsibilities & impact

Handle up to eight new cases per day across email, phone, chat, and a self-service portal — most issues are transactional and solvable in one or two steps
Take inbound phone calls in English, troubleshoot live, and occasionally jump on a quick video call to see the customer's screen and resolve the issue together
Learn our e-billing application end-to-end; once you've built that product knowledge, you'll be certified to administer the platform directly — a real expansion of responsibility
Log every interaction clearly in Salesforce, keeping case records accurate and easy for the whole team to follow
Prioritise cases by SLA and severity, communicate workarounds when needed, and flag patterns that the team should know about
Participate in our after-hours on-call rotation (frequency shared during interviews)
Contribute to a team culture that's still finding its rhythm — we want people who ask questions, share knowledge, and look out for each other.

Requirements

What you’ll need

Fluent English — written and spoken
At least one year of experience in a customer-facing role, ideally one that involved phone or live support in English
Solid written communication skills — clear, professional, and accurate without needing a template for every message
Comfortable working independently and managing your own queue without close supervision
Detail-oriented: you notice the small things that make a case make sense
Honest and straightforward — we're a close-knit remote team and trust matters a lot to us.
Experience with Salesforce or any ticketing/CRM system (we can train the right person from scratch)
Bilingual Spanish/English — it's a genuine advantage when a customer needs it
Basic Microsoft Excel skills
Familiarity with Windows OS and Microsoft Office.

Benefits

Comp & perks

Remote work
Published work culture that supports individual excellence
Learning opportunities
Diversity and inclusion within the work culture

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supporte-billing applicationcase managementtroubleshootingdetail-orientedwritten communicationindependent workqueue managementbilingual Spanish/EnglishMicrosoft Excel

Soft Skills

communicationteam collaborationtrustworthinessproblem-solvingadaptabilityattention to detailprofessionalisminitiativeknowledge sharingcustomer empathy