TigerConnect

Technical Support Specialist II

TigerConnect

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • 🇲🇽 Mexico

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Job Level

Junior

About the role

  • Act as the first point of contact, responding to a high volume of support tickets via email, phone and chat
  • Exceed customer expectations by providing timely responses and creating a positive experience
  • Own support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D
  • Prioritize urgent requests by responding to them in adherence to our SLAs
  • Assist customers with general support inquiries including login, user management, messaging, and settings requests
  • Maintain meticulous records of your troubleshooting efforts in Salesforce
  • Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues
  • Aim to become a Subject Matter Expert across advanced premium features and API integrations
  • Take on special projects and additional duties as needed

Requirements

  • Excellent customer service skills coupled with a professional, calm, and positive attitude
  • 1-3 years of relevant experience
  • Strong written and verbal communication skills - able to communicate effectively with both technical and non-technical customers
  • Exceptional multitasking, organizational, and time management skills, with a keen attention to detail
  • Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction
  • A proactive approach to problem-solving, backed by data and informed decisions
  • Familiarity with API and webhook integrations, or a keen interest to learn
  • Flexibility to work variable schedules as necessary
  • Team-oriented mindset, with the flexibility to work independently and participate in an on-call rotation or weekend shifts as needed
Benefits
  • Join us in our prime office space in the heart of Mexico City's Reforma area
  • Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
  • Comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
  • Wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
  • Extra perks and benefits including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
  • Flexible Time Off program giving you extra time beyond minimum days off required by law

Applicant Tracking System Keywords

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

Hard skills
troubleshootingAPI integrationswebhook integrationscustomer supportticket managementdata analysisproblem-solvinguser managementsettings managementknowledge base authoring
Soft skills
customer servicecommunicationmultitaskingorganizational skillstime managementattention to detaillisteningproactive approachteam-orientedflexibility