We are seeking two full-timeCustomer Support Specialistswith 1+ years of experience performing L1 and/or L2 product support for software solutions.
The idóneo candidate will have prior customer support experience in an IT or Saa S (Software as a Service) setting and have a technology-oriented degree in Computer Science, MIS, or relevant experience.
Additionally, the best candidates will be comfortable quickly becoming product champions who can answer product-related questions, investigate and resolve issues, document enhancement requests, and empathize/de-escalate frustrated end-user situations.
Ultimately, this job's goal is to provide a positive customer experience and enhance relationships between customers and the company.
There are two positions being filled at this time: one is a day shift position and the other is a night shift position.
The day shift is 7 am to 7 pm and the night shift is 7 pm to 7 am.
All shift schedules alternate such that one week is 4 days on and 3 days off, and the next week 3 days on and 4 days off.
Responsibilities:
Communicate effectively in English with stakeholders verbally and written
Provide first point of customer contact technical support to customers and partners by responding to incoming support calls and emails
Provide ongoing customer service in a timely manner via several means which mostly include email and some Zoom/Microsoft Teams communications
Remotely troubleshoot hardware and software issues
Assist customers with the setup and configuration of varied devices (Tablets, Printers) being used in the field




Manage tickets including opening, working, and closing tickets - track proposed resolutions and follow-up with customers in a timely fashion
Assist with validation of fixes/patches and other ticket resolutions
Collaborate with Level 2 or 3 support teams on more technical/functional issues
Create and update knowledge base articles and FAQs
Provide Voice of the Customer feedback to various teams, including product, technical services, and marketing departments
Display flexibility and proficiency in setting priorities
Work well under pressure with deadlines
Required Experience:
2+ years of technically oriented customer service experience (hardware, software, IT, networking, etc.)
Proficient computer skills with the capability to quickly learn software products
Accomplished at troubleshooting software application issues including the investigation and resolution of remote network access challenges
Ability to learn quickly, multi-task, and willingness to own varied tasks at hand
Team-oriented with a desire to engage and contribute to a highly cohesive and productive team
A positive attitude, always looking to empower the success of others




Trustworthy and transparent
Desired Experience (not Required):
University degree or relevant industry experience (optimally a technical or engineering degree)
Background with Microsoft Windows and Office365 applications, LAN Networking, and SQL
Familiarity with any of the following: Oil & Gas industry, Transportation & Logistics, GIS systems, GPS tracking, or Automotive computing
Additional Information:
Knowing your ideas are heard and matter think big!
You get to own your job and be recognized for your contributions
Work with smart and creative people
Making mistakes is human.
Let's learn from them.
Be transparent!
We recognize you as an individual no presumptions or judgment.
Be the extraordinary you!
15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
Start: ASAP
About Velozient:
We are a privately held, nearshore software development company providing outsourced development resources to North American companies.
Our mission is to offer development talent that enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment.
We are focused on providing world-class remote resources to work as valued client team members.
If this type of opportunity excites you, then consider joining our team!
Seniority levelNot Applicable
Employment typeFull-time
Job functionCustomer Service
IndustriesSoftware Development

📌 Customer Support Specialist (Nezahualcóyotl)
🏢 Velozient
📍 Nezahualcóyotl