About the Role
This role involves providing technical support to clients, diagnosing system issues, writing and interpreting SQL queries, and guiding users through software solutions. The individual will collaborate with internal teams to resolve issues and improve client outcomes.
Responsibilities
- Respond to client inquiries regarding software functionality and performance
- Diagnose and troubleshoot technical problems reported by users
- Analyze database information using SQL to identify root causes of issues
- Collaborate with engineering teams to escalate and resolve bugs
- Guide clients through configuration and integration processes
- Document technical issues and resolution steps in support systems
- Monitor client health metrics and proactively address risks
- Assist in onboarding new customers to the platform
- Provide feedback to product teams based on client usage patterns
- Maintain up-to-date knowledge of software updates and features
- Support data validation during client implementation phases
- Communicate technical concepts clearly to non-technical stakeholders
- Track and report on support ticket resolution times
- Participate in client review meetings as a technical resource
- Ensure adherence to service level agreements
- Assist with testing fixes and patches before client deployment
- Maintain accurate client records in CRM tools
- Escalate complex technical challenges appropriately
- Contribute to knowledge base content creation
- Stay current with security and compliance standards
- Support client training initiatives with technical demonstrations
- Troubleshoot integration issues with third-party systems
- Interpret logs and system outputs to identify anomalies
- Work across time zones to support global clients
- Promote best practices for data management and reporting
Compensation
Competitive salary and benefits package
Work Arrangement
Remote - Mexico only
Team
Part of a global customer success team supporting enterprise clients
Why You'll Love Working Here
- Opportunities for professional growth in a supportive environment
- Exposure to cutting-edge technology and enterprise systems
- Collaborative culture that values input and innovation
- Flexible remote work model with team support
- Regular training and development programs
What We Expect
- Reliable internet connection for remote work
- Availability during business hours in Mexico time zone
- Commitment to responsiveness and client satisfaction
- Willingness to occasionally support urgent client needs outside standard hours
- Professional conduct in all client interactions
Not available
