**Skala People Strategy busca Customer Support Representative - Trabajo 100 en Casa en Álvaro Obregón, Michoacan de Ocampo**:
At **Skala**, were looking for our next Customer Success Specialist to join a global project with a leading SaaS company that empowers thousands of businesses worldwide to scale their digital presence.
**About the Project**
With over 1,500 team members across 15+ countries, we operate in a global, remote-first
environment.
We are building more than software; we are building a integral community
rooted in creativity, collaboration, and impact.
We take pride in cultivating a culture where
innovation thrives, ideas are celebrated, and people come first, no matter where they call
home.
**Our Impact**
Every month, our platform powers over 1.5 billion messages, helps generate over 200 million
leads, and facilitates over 20 million conversations for the more than 2 million businesses we
serve.
Behind those numbers are real people growing their companies, connecting with
customers, and making their mark - and we get to help make that happen
**Who You Are**
The primary role of the Customer Support Representative would be to act as a technical
resource to our customer base for HighLevels suite of software features.
A qualified Customer
Support Representative possesses the ability to troubleshoot product issues and has
experience supporting software solutions preferably within the technology industry.
What Youll Do
**Today**:
- Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments
- Use judgment within defined practices and procedures
- Work directly with other support team members of all levels, as needed




- Maintain solid customer relationships by handling their questions and concerns with speed and professionalism
- Be accessible and available to multiple customers
- Establish priorities and communicate rationale and time-frame clearly to customers
- Suggest articles to the knowledge base in an effort to promote self-help for our customers
- Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns
**Soon**:
- Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues
- Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevels software solution
- Work directly with team members to resolve customer issues and request enhancements for our products
- Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
- Participate in the testing of new product releases
**Eventually**:
- Resolve or recommend resolutions to customer problems
- Other duties may be assigned and/or modified as business needs change
**What Youll Bring**:
- To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.




Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
**Experience/Education/Certifications Required**:
- 2+ years of prior technical support experience in a product based organization preferably fielding and resolving technical inquiries in a well-structured professional manner
- 1 to 3 years of experience in customer support role GoHighLevel experience is good to have
- Strong technical aptitude, analytical and troubleshooting skills
- Demonstrated ability to maintain self-control while defusing stressful customer situations
- Excellent customer service attitude
- The ability to be a team-player as well as work independently
- Excellent note-taking skills
- Experience with ticketing systems
**Language Skills Required Vs. Preferred**:
- Fluent in English
- Demonstrated verbal and written communication skills.
In order to work remotely you must have your own
- Laptop
- USB headset (customer facing) or working mic and speakers on the laptop
- USB webcam or a working and quality webcam built into the laptop
- Reliable high speed broadband connection.
Your internet speed should be at
least
- 20Mbps download speed range for quality video/Zoom calls
**Benefits**:
- Fully remoteposition
- Salary: $30,****** MXN Gross
- Aguinaldo (Christmas Bonus) - This bonus amounts to at least 15 days worth of pay to their employees.
**Paid Vacation & Vacation Bonus**
- Full-time employees in Mexico are entitled to at least 12 days of paid time off after their
first year of employment.
**Public Holidays**
- Employees are entitled to 7 statutory public holidays: New Years Day, Constitution Day,
Benito Juárezs Birthday, Labor Day, Independence Day, Revolution Day, Christmas Da

📌 Customer Support Representative - Trabajo 100 En Casa (Xico)
🏢 SKALA PEOPLE STRATEGY
📍 Xico