Customer Support Specialist LATAM

Descripción del puesto:

Hello! 👋🏼
At Factorial, we are looking for a Customer Support Specialist to join our team in Mexico and help us take the company to the next level.

The Challenge 🚀
We are opening a new position for a profile that sits at the intersection of Customer Success and Product Support. You will act as a Specialist, handling complex inquiries and serving as a technical escalation point for our LATAM and Brazil markets.
You will need to learn the Factorial platform in granular detail to diagnose issues that go beyond standard troubleshooting. You will be the bridge between our clients and our internal support and product teams.

What you will do:
* Advanced Troubleshooting: Diagnose and triage complex issues reported by customers or escalated by agents.
* Escalation Point: Act as the main point of escalation for the Brazil (BR) and LATAM markets, ensuring high-priority cases are managed effectively.
* Ticket Management: Manage a queue of incidents effectively using tools like Jira, ensuring our SLAs (Time to First Response & Follow-up), CSAT, Productivity and Quality standards are met.
* Technical Investigation: Use technical knowledge to identify if an issue is a bug or a configuration error before escalating to Product support.
* Relationship Building: Maintain strong relationships with clients during complex troubleshooting processes, ensuring they feel supported and informed.
* Knowledge Sharing: Consolidate the knowledge base to improve first-level resolution for the wider team and help improve internal training.
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Your Profile 🧐
* Experience: 1+ years of experience in a similar role (Support or Technical Support), preferably in a SaaS company.
* Languages: Fluent English is a must. Native/Fluent Spanish is required. Portuguese is a strong plus (as you will support the BR market).
* Technical Mindset: You are technically competent at troubleshooting.
* Tools: Proven experience with ticketing systems (e.g., Jira, Zendesk, HubSpot) and an understanding of Support KPIs (SLAs, CSAT, Ticket Aging).
* Soft Skills: You are an independent worker as well as a team-player, who learns very fast. You remain calm under pressure and can communicate complex technical details to non-technical stakeholders.
* Location: You are currently based in Mexico and available to work from our local office.

What we offer:
Advantages of being part of our team!!
* High-growth, multicultural, and friendly environment.
* Language exchange at Factorial.
* Grocery vouchers 🧇🍜
* Free caffeine and tea ☕️
* Major medical insurance, nutrition, and therapy support.
* Wellhub (Gympass) 🧘🏻‍♀️
* Hybrid work model and short Fridays.
* Breakfast and snacks 🥞🍒

About Factorial 🚀
Factorial is an all-in-one HR software and a fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize employee data, and make better business decisions. We currently serve thousands of clients in more than 60 countries worldwide and across multiple industries. We've built a super diverse and multicultural team of more than 900 people in our offices in Barcelona, Brazil, Mexico, and the US. 🌎
Our Values 🫀
We own it: We take responsibility for every project. We make decisions, not excuses.
We learn and teach: We are dedicated to learning something new every day and, above all, sharing it.
We partner: Every decision is a team decision. We trust one another.
We grow fast: We act quickly. We believe the only real mistake is not learning from them