Customer Support Representative

Customer Support RepresentativeLocation: Remote/MexicoJob Type: Full Time / Part TimeWork schedule: 8:00 am to 5:00 pm PST.Are you eager to join a renowned IT development firm?Look no further! We are currently seeking a proactive and customer-oriented Customer Support Representative to join our team. In this remote, full-time role, you will play a key role in delivering exceptional service to our clients.As a Customer Support Representative, you will serve as a vital point of contact for our customers. You will be responsible for delivering high-quality support, managing inquiries, and ensuring a seamless customer experience across our products and services. This role requires English/Spanish fluency and occasional onsite presence at the client’s Mexico City office.Our products are cloud-based systems designed to streamline daily operations for dealerships in industries such as heavy equipment, forklifts, trailers, and trucks.What You'll DoRespond to customer inquiries via phone, email, and web portal, delivering clear and professional support.Document all correspondence, research, internal inquiries, and relevant details in the ticketing system.Provide dedicated support during standard West Coast working hours (PST).Communicate effectively with internal team members as needed.Record all communications, research findings, and actions taken in the ticketing system to maintain accurate case history.Collaborate with team members for assistance and escalate issues to management when appropriate.Use internal systems to further your understanding of the client’s platform and replicate customer-reported issues as needed.Educate customers on support processes, available resources, and best practices to ensure a positive experience.Provide support for the client’s software platform, assisting with troubleshooting, documentation, and day-to-day inquiries.Be onsite at the client’s Mexico City office approximately once a month for support and collaboration (travel is required if not local).What You Have3+ years of experience in customer support or a related field, ideally in the software industry.Strong phone support skills, with the ability to communicate clearly and handle live customer conversations confidently.Excellent written and verbal communication abilities.Active listening skills with the ability to understand and respond to customer needs effectively.Ability to multitask, prioritize, and manage time efficiently.Experience working with ticketing systems and customer support platforms.Technical aptitude and ability to quickly learn new software and tools.Patience, empathy, and a genuinely customer-focused mindset.Fluent in English and Spanish, both written and spoken (required).Must be willing to work remotely from 8:00 am to 5:00 pm PST.Occasional on-site presence at the client’s Mexico City office is required.Nice To Have (Preferred but Not Required):Experience working with SQL SSMS.Proficiency with FreshDesk, Slack, Gmail, TeamViewer, and MS RemoteDesktop.Background in business analysis of software products.What You'll GainFull-time, remote position in a quickly growing company.Competitive salary with regular revisions.Health Care Expense SponsorshipFitness Program SponsorshipFifteen (15) paid-off days per yearIn-house IT and English training and certifications.Flexible work environment.An international team with opportunities to work abroad.  Who We AreWebCreek is a provider of world-class software development teams and technical staff augmentation. We serve many Fortune 500 companies and other leading organizations. We have operations in more than 20 countries and over 29 years of experience delivering top-notch digital solutions to the companies that power our world.WebCreek is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, nationality, genetics, pregnancy, disability, age, veteran status, or other characteristics.Find out more about our job opportunities: https://careers.webcreek.com/