Technical Support Specialist II

TigerConnect

Technical Support Specialist II handling high volume support tickets and escalating issues. Collaborating with teams while providing a positive customer experience in a hybrid work environment.

Posted 7/15/2026full-timeMexico City • 🇲🇽 MexicoJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support by effectively managing support tickets, troubleshooting issues, and maintaining detailed records in Salesforce. Possesses strong communication skills to engage with both technical and non-technical customers while contributing to knowledge base development.

Highest-signal resume keywords

Customer Service SkillsTroubleshootingSalesforce ExperienceAPI IntegrationsWritten And Verbal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAPI IntegrationsWebhook IntegrationsSalesforce Experience

Soft Skills

Excellent Customer ServiceStrong Communication SkillsMultitaskingOrganizational SkillsProblem-Solving

Industry Keywords

Support TicketsCustomer SatisfactionKnowledge BaseTechnical IssuesSLA

About the role

Key responsibilities & impact

Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat
Exceed customer expectations by providing timely responses and creating a positive experience
Get hands-on experience by owning 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, but not limited to, login, user management, messaging, and settings requests
Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms
Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues
Aim to become a Subject Matter Expert across all our advanced premium features and API integrations
Take on special projects and additional duties as needed, providing variety in your role

Requirements

What you’ll need

1-3 years of relevant experience
Excellent customer service skills coupled with a professional, calm, and positive attitude
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
A team-oriented mindset, with the flexibility to work independently and participate in an on-call rotation or weekend shifts as needed

Benefits

Comp & perks

Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
Join a mission-driven team committed to making a real impact in the world of healthcare