Intellect is hiring a
Customer Support Associate in Mexico

Summary

We are seeking a Customer Support Associate to assist customers with technical problems and other concerns. The successful candidate will resolve customer queries, recommend solutions, guide users through product features, monitor social media for complaints, gather feedback, and more. Experience in a similar role, familiarity with help desk software, strong communication skills, and patience are required.

Requirements

• Proven work experience in Customer Support Specialist or similar CS role
• Experience using help desk software and remote support tools
• Excellent English communication and problem-solving skills
• Strong technical skills
• Multi-tasking abilities
• Highly collaborative
• Patience when handling tough cases

Responsibilities

• Respond to customer queries in a timely and accurate way, via email and chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Liaise with other team members for technical issues
• Gather customer feedback and share with our Product, Sales and Marketing teams

Preferred Qualifications

• Familiarity with our industry is a plus
• Start up experience is preferred
• Willing to work weekend shifts

Benefits

• Work in a diverse environment with people from over 10 countries
• A generous leave policy
• Work flexibility
• Medical coverage
• Annual Wage Supplement (Bonus)
• Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
• Birthday Leave (1 day)
• Holidays off
• Quarterly mental health day off
• Mental health benefits (Premium access to our app!)
• Work-life balance and employee wellness
• Regular social events where we have non work-related fun