**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**Requirements**:Achiever: Self-Motivation and strong attention to detail.Organizational skills and the ability to meet deadlines and follow instructions.Service: A strong desire to deliver exceptional service and quickly identify or resolve inquiries/issues to ensure customer satisfactionResponsibility: 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 dataEmpathy: Ability to understand and relate to customer's feelings and emotions.Activator: An impatience to move others to actionCommunicator: Desire and skill to convey detailed information verbally and written to internal and external customers.
**Benefits**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