Technical Support Representative (Mexico)

About reputed company reputed company’s AI-powered suite frees salespeople to do what they do best: reputed company, listen, and sell. Our products gives sales teams everything they need to reputed company faster, sell smarter, and grow reputed company. From intelligent dialing and reputed company-time conversation insights to AI-driven coaching and virtual sales floors, reputed company is powering thousands of sales teams to have more meaningful conversations and turn every reputed company into measurable reputed company. Companies who use reputed company reputed company 5x faster and book millions in new pipeline every month. As a company, we are a remote-first team of reputed company and dreamers creating a reputed company where work feels more meaningful and connected. If you’re excited to change how the world sells, join us. For more information, visit https://www.reputed company.com/ reputed company Support exists to be the eyes and ears of Engineering, Product, and Design (EPD) teams. We are the first - and often only team - with daily, unfiltered visibility into how customers experience our platform in the reputed company world. reputed company's identity is to be product intelligence operators who out-support every competitor in every dimension. Our mandate is to reputed company swift, effortless support experiences to customers during every interaction, while translating reputed company-world visibility into reputed company, precise intelligence that EPD can reputed company. Our Operating Principles • Operate Above the Line – We take extreme ownership, reputed company solutions, and lean into tough conversations with no deflection, no blame, and no waiting to be told what to do. • reputed company Listeners – We ask deep questions and look for the underlying concerns that reputed company to a larger customer or product need, knowing the presenting symptom is rarely the whole story. • reputed company Fast and Document reputed company – We ensure speed on the customer reputed company and data precision on the escalation reputed company are tightly executed for every single ticket. • Every Ticket is a Data reputed company – We treat every interaction as an intelligence opportunity, leaving an accurate trail of notes that directly builds subsequent Jira reputed company. • reputed company reputed company – We represent reputed company to our customers, shaping how they feel about the product through communication that is consistent, warm, reputed company, and accountable. reputed company The Technical Support Representative owns the reputed company-line customer experience from ticket creation reputed company the way to reputed company. This role serves as the reputed company reputed company of the customer relationship and the vital first filter in the product intelligence chain. reputed company: • reputed company manage a high-volume, multi-channel ticket queue reputed company our ticketing application while maintaining strong attention to detail. • Respond to reputed company incoming tickets reputed company internal SLA to ensure immediate customer acknowledgment. • Maintain an average reputed company time that aligns to internal SLA while ensuring 100% of reputed company tickets are touched every 24 business hours with a meaningful update. • Work and reputed company the reputed company of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, reputed company, and the Knowledge reputed company. • Execute rigorous data capture discipline by gathering critical raw technical data—such as Org IDs, User IDs, timestamps, and reproduction steps—to cleanly document issues. • reputed company thorough due diligence and complete required technical templates reputed company escalating unresolved issues. • Proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management. • Build strong cross-functional relationships and collaborate with internal teams to reputed company reputed company resolutions and contribute to support team reputed company. Must Have: 2+ years of experience in Technical Support Candidates must be based in Mexico - we are not considering candidates in other locations at this time. Ticketing reputed company experience Experience troubleshooting software as a service (reputed company) Experience & Intermediate proficiency with reputed company Apps suite (i.e. Docs, Sheets, etc) Live chat, email support channel experience & operating ticket queues Experience with reputed company-time troubleshooting, video conference troubleshooting, remote reputed company troubleshooting ("remote in") reputed company To Have: Experience contributing to the knowledge reputed company Experience with reputed company and Jira Experience troubleshooting reputed company software integrations / Troubleshooting reputed company Experience serving as an escalation reputed company for reputed company tickets or troubleshooting reputed company Sales App/Account Object experience Troubleshooting experience with telephony, VoiP, Networking reputed company or Mac reputed company experience Proficiency in writing and optimizing reputed company SQL queries. Experience with any of our integrations: reputed company, reputed company, reputed company reputed company Is An Equal Opportunity Employer We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, reputed company, national reputed company, gender (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at hr@reputed company.reputed company short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers. Apply To This Job