**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 integral 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-firstenvironment.We are building more than software; we are building a global communityrooted in creativity, collaboration, and impact.We take pride in cultivating a culture whereinnovation thrives, ideas are celebrated, and people come first, no matter where they callhome.
**Our Impact**Every month, our platform powers over 1.5 billion messages, helps generate over 200 millionleads, and facilitates over 20 million conversations for the more than 2 million businesses weserve.Behind those numbers are real people growing their companies, connecting withcustomers, 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 technicalresource to our customer base for HighLevels suite of software features.A qualified CustomerSupport Representative possesses the ability to troubleshoot product issues and hasexperience 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 dutysatisfactorily.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 atleast- 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 theirfirst 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