We are looking for an analytical and service-oriented Customer Support Analyst to join our team in Mexicali. This role is idóneo for a detail-driven individual who is eager to learn and is comfortable working with Excel or Access to manage and interpret customer-related data. The ideal candidate will support customer satisfaction, coordinating with internal departments to ensure proper and timely communication.
Key Responsibilities:
- Attend and solve customer queries through different channels, timely and reliably.
- Analyze customer service data to identify patterns, recurring issues, and improvement opportunities.
- Coordinate with cross-functional teams including Sales, Operations, Quality, and IT to support issue resolution and improve customer experience.
- Support root cause analysis for service failures and contribute to corrective action planning.
- Create and maintain reports using Microsoft Excel (pivot tables, charts, formulas) and Microsoft Access to track service metrics and customer feedback.
- Work closely with customer support agents and elevate issues as needed,



ensuring timely and accurate resolution.
- Help maintain and update knowledge base articles and customer service process documentation.
- Aid in developing and maintaining standard operating procedures (SOPs).
- Assist in onboarding and training support personnel on tools and processes, when necessary.
- Learn and adapt quickly to new tools, platforms, and customer service procedures.
- Bachelor's degree in: Business, Engineering, IT, or related field is preferred.
- English highly proficient (written and verbal) is required.
- Proficiency in Microsoft Excel (e.g., data validation, data tables, pivot tables, charts, basic macros) is required.
- Familiarity with Microsoft Access or other database/reporting tools is a plus.
- Strong analytical and problem-solving skills.
- Effective communicator with the ability to work cross-functionally and collaboratively.
- Highly organized, with strong at

📌 Customer Support Representative (Mexicali)
🏢 QUALITEL MEXICALI
📍 Mexicali