Offer summary

Qualifications:

Bachelor's degree in engineering, Computer Science, Business Administration or related fields., 2-3 years of experience in customer service or similar roles, preferably in software companies., Advanced skills in data analysis and reporting tools, with proficiency in Microsoft Office., Bilingual in Spanish and English, with familiarity in CRM software..

Key responsibilities:

Resolve customer inquiries and bugs efficiently to ensure a positive experience.

Analyze customer data and generate reports on platform usage and adoption.

Collaborate with product and engineering teams to provide feedback and improve services.

Monitor customer SLA and KPI metrics, providing insights to enhance customer satisfaction.

Job description

Location: This position is 100 % remote - where we prioritize candidates in Mexico City!

Mission

As a Customer Support Specialist at Tutenlabs, we look for a professional who provide assistance agile and fast support, you will be responsible for resolving customer queries, provide and analyze operational information to solve the requirements that our customers have throughout their life cycle, in addition to following up on the resolution of each one and referring to the internal teams that are necessary and being responsible for compliance with the SLAs of incidents of the platform and onboarding. Ensuring they derive maximum value from our software platform and serve as a bridge between the user and the Customer Success team, facilitating effective adoption and usage of the product through data analysis, reporting on the software's impact.

Responsibilities 🙌

Resolving bug efficiently and effectively, ensuring a positive customer experience. To ensure the accurate recording and efficient management of incidents. Resolving customer inquiries and bug efficiently and effectively, ensuring a positive customer experience. Provide technical and functional support to users, addressing inquiries and resolving issues. To ensure the accurate recording and efficient management of incidents.
Providing and Analyze customer data and metrics to understand success factors and identify areas for improvement. Extract and analyze data to generate reports on platform usage and adoption.
Be proactive in seeking solutions and ensuring a relationship of trust and support with customers.
Collaborate with product and engineering teams to explain bugs/HU and provide feedback to the company to improve products and services.
Monitoring customer SLA and KPI metrics, providing insights and recommendations to customer Success for customer issues guaranteeing customer satisfaction.
Generate reports that help identify actions to improve satisfaction, solve the bugs and understand use and adoption and continued success of energy and workflow management customers. For example, create reports demonstrating the value and return on investment (ROI) of the software for clients.
Documentation for capacitation and FDD Use Cases Design. Maintain updated support documentation and user guides.
Collaborate closely with Customer Success to identify opportunities for improvement and customer satisfaction.
Quality tickets: Validation of the process and management of production passes of the various incidents presented. To improve the customer experience and satisfaction with incident management and passes to production.

Minimum Requirements

It will be a good match if you have:

Bachelor's degree in engineering, Computer Science, Business Administration or related fields.
Between 2-3 years hands-on experience and a proven track record of customer service or in similar positions.
Experience in customer support, technical support, or similar roles in software companies.
Advanced skills in data analysis and reporting tools
Problem-solving abilities, interpersonal skills and a customer-oriented mindset.
Proficiency in the Microsoft Office suite (Word, Excel, PowerPoint) and familiarity with business analyst and report tools.
Bilingual in Spanish and English
Experience working in SaaS companies and understanding of SaaS business models
Familiarity with customer relationship management (CRM) software and analytics platforms.

Desirable Requirements

Customer Orientation
Data analysis

Benefits Package

💻 100% remote work.

⏰ Flexible schedule.

🍰 Day off on your birthday.

😁 Reduced hours on Fridays.

🌴 Superior vacation days.

💊 Sick leave days.

🏠 Moving day off.

🎓 Support for studies, training, and languages.

👥 Referral program.

We are proud to be a team that celebrates, supports, and promotes all kinds of diversity; we are committed to equal opportunities regardless of nationality, ethnicity, skin color, gender, gender expression, disability, or religion.

If everything you've read makes sense to you, apply now so we can get to know you! 💙

Required profile