Technical Support Specialist - INTL Mexico

Our client is seeking a Technical Support Specialist to serve as the primary escalation point for complex customer issues while delivering an exceptional support experience. This individual will leverage deep technical expertise to troubleshoot, configure, and resolve advanced customer inquiries, working closely with engineering, product, and vendor teams to ensure timely resolutions. The ideal candidate will act as a subject matter expert for both customers and internal teams, contribute to knowledge base documentation and self-service resources, and proactively identify opportunities to improve support processes and reduce ticket volume. Additionally, this person will serve as a strong customer advocate, providing feedback and insights to help enhance product usability, documentation, and the overall customer experience while driving long-term customer success. The salary for this role is $16-17k USD/yr.

• Ability to communicate in English and Spanish

• Associate’s degree in a relevant field or equivalent practical experience in lieu of education

• Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.

• Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.

• Strong technical aptitude and ability to quickly learn and understand complex software products.

• Excellent problem-solving and analytical skills with a proactive approach to issue resolution.

• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.

• Familiarity with support ticketing systems and customer relationship management (CRM) tools.

• Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.

• Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions

Nice to Have Skills & Experience

• Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.