Level 1 (L1) Support Specialist - Remote

Overview

The Level 1 (L1) POS Support Specialist will serve as the first and primary point of contact for our Point of Sales (POS) customers, providing level 1 support, ensuring prompt resolution and exceptional service.

In Short

• Serve as the first point of contact for customer inquiries.
• Respond to support tickets promptly according to SLAs.
• Conduct thorough investigations of customer-reported issues.
• Collaborate with internal teams for issue resolution.
• Provide regular status updates to customers.
• Maintain accurate documentation within support tickets.
• Diagnose and troubleshoot end-user issues.
• Contribute to process and service improvements.
• Participate in training sessions on new products.
• Maintain knowledge of company’s operational procedures.

Requirements

• Two years of experience in technical support or customer service.
• Proficiency in Microsoft Office Suite.
• Bilingual in English and Spanish.
• Strong critical thinking and problem-solving skills.
• Excellent organizational and prioritization skills.
• Strong interpersonal skills for collaboration.
• Customer-focused mindset.
• Ability to work on-call support as needed.
• Willingness to travel up to 25% of the time.

Benefits

• Opportunity to work in a dynamic global organization.
• Training and development opportunities.
• Potential for remote work after a few months.
• Overtime compensation in accordance with Mexican labor law.