Customer Service Specialist

Location: Guadalajara, Mexico

Type: Contractor/Full-time

The Role

As a Customer Service Specialist at our organization, you will be an integral part of the Scaled Customer Success team, primarily focusing on support tickets requiring account-related questions and in preparing documents for renewal proposals and quarterly business reviews for our customers. You will be responsible for addressing general inquiries, providing basic technical assistance, and ensuring customer satisfaction. This role involves collaboration with both the Support group and specialized teams.

What You'll Do

Member of Scaled Customer Success Team:

• Provide prompt and courteous responses to general customer inquiries in alignment with our current customer service level agreements (SLAs).
• Collaborate with team members within the Support or Customer Success groups to address customer inquiries and issues.
•  Actively participate in team meetings and training sessions to stay informed about product updates and improvements.
  
  Specialized Tasks:

• Our Scaled Customer Success program manages a high volume of accounts using a one-to-many approach. As a part of this team, you will assist the Scaled Customer Success Managers in preparing data and presentations related to annual renewal proposals as well as quarterly business reviews as well as responding to and resolving customer inquiries regarding their account with Ottimate.
• Collaborate with experts in specific areas to address complex customer issues in a singular group.
• Escalate issues to leadership as necessary to ensure a high level of customer satisfaction with our product and service levels
  
  Oversight and Assistance:
  
• Seek oversight and assistance from managers when addressing challenging customer queries or technical issues.
• Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.

• Previous experience in a customer-facing role is preferred.
• Basic understanding of technical support concepts and troubleshooting techniques.
• Strong communication skills with the ability to convey technical information in a clear and concise manner.
• Collaborative mindset and willingness to seek assistance and guidance when needed.
• Familiarity with Jira, Freshdesk, Salesforce, Maxio or similar systems is a plus.
• Familiarity with Accounting terminology is a plus.
• Familiarity with ERP Integrations is a plus.