Position Summary:
As a Customer & Application Support Associate, you will regularly interact with customers and provide daily technical support to ARCOS customers, post implementation.
What you'll do:
As a key member of our support team, you'll play a vital role in delivering a positive customer experience. Your main responsibilities will include:
Serve as the
first point of contact
for incoming customer calls and support cases
Manage and assign support tickets
from the queue promptly and accurately
Provide timely, clear, and professional
verbal and written responses
to customer inquiries
Troubleshoot technical issues
across a large proprietary software system
Draft and maintain
help documents
for customers, including updates for new product releases
Lead conference calls and webinars
to walk customers through troubleshooting or feature explanations
Analyze incoming support cases to
determine root cause and appropriate resolution steps
Write and update
training materials and user-facing procedure manuals
Perform
manual testing
of new and existing features when needed
Participate in the
on-call rotation
to support customers outside standard business hours
Take on
additional tasks and projects
as assigned
Achiever:



Self-Motivation and strong attention to detail.
Organizational skills and the ability to meet deadlines and follow instructions.
Competence: An internal drive to master the ARCOS application and become a subject matter expert
Service: A strong desire to deliver exceptional service and quickly identify or resolve inquiries/issues to ensure customer satisfaction
Responsibility: Drive to take responsibility and ownership for your work.
Ability to properly manage expectations.
Strategic Thinking: Natural curiosity and to sort through a problem and find the best outcome solution.
Problem Solving: Ability to think things through with incomplete data
Empathy: Ability to understand and relate to customer's feelings and emotions.
Activator: An impatience to move others to action
Communicator: Desire and skill to convey detailed information verbally and written to internal and external customers.
We offer benefits above the legal requirements, including
Major Medical Expenses Insurance
,
Life and Health Insurance
,
monthly food coupons
, and
a savings fund
all designed to support your well-being and financial stability.

📌 Customer & Application Support Associate (Guadalajara)
🏢 Arcos
📍 Guadalajara