Customer Support Specialist

Description

Job Summary: We are seeking a Customer Support Specialist passionate about problem-solving to assist UpSeller users and elevate user satisfaction through an exceptional service experience. Key Highlights: 1. Multichannel support and technical issue resolution 2. Knowledge base creation and maintenance 3. Management of relationships with professional and enthusiast customers Job Title: Customer Support Specialist / Customer Service Analyst (Customer Support Specialist \- CS) Location: Av. Río San Joaquín 406, Amp Granada, Miguel Hidalgo, 11529 Ciudad de México, CDMX Salary Range: Negotiable based on experience Employment Type: Full-time, formal contract Work Mode: On-site About Us UpSeller is the leading provider of free ERP solutions for eCommerce in Latin America. We help over 200,000 local sellers manage their operations, processing more than 100 million orders per month. We offer an all-in-one solution that natively integrates with over 13 local eCommerce platforms, enabling unified management across multiple channels and stores, automatic issuance of Digital Fiscal Receipts (CFDI), intelligent inventory management, and support in Spanish, Portuguese, and Chinese. Job Description We are looking for a patient, attentive, and problem-solving-passionate Customer Support Specialist to join our team in Mexico City. You will serve as the first line of trust for our users, helping sellers resolve any questions or issues encountered while using UpSeller, via efficient, professional, and empathetic communication. Your goal is not only to solve problems but also to enhance user satisfaction and loyalty through an exceptional service experience. Key Responsibilities 1\. Multichannel Support: ● Promptly and accurately address seller inquiries regarding features, operational processes, etc., via live chat, email, WhatsApp, and remote assistance. ● Guide users in correctly utilizing platform features, offering best practices and helping them maximize product value. 2\. Issue Diagnosis and Resolution: ● Perform initial diagnostics, classify, and log technical issues reported by users. ● For complex issues, clearly reproduce them for the technical team and coordinate resources to ensure timely resolution, keeping users informed of progress. 3\. Knowledge Base Creation and Maintenance: ● Collect and organize frequently asked questions and their solutions, contributing to writing and updating Help Center documentation (FAQs, user guides) to improve self-service efficiency. ● Log, organize, and periodically report common issues and user suggestions to inform product improvement. ● Record help videos or promotional content for official social media channels. 4\. Customer Relationship Management: ● Interact with each user professionally and enthusiastically, building and maintaining strong relationships. ● Handle simple complaints, reassure users, and seek reasonable solutions to ensure their satisfaction. ● Receive customers at the office or conduct on-site visits to provide technical support. Requirements ● Knowledge and Experience: ○ University-level education (minimum: university-level technical degree) in any field. ○ At least 1 year of experience in customer service, technical support, sales, or related areas. ○ Experience in SaaS, eCommerce, or internet environments is preferred; familiarity with the Mexican eCommerce market (e.g., Mercado Libre, Amazon) or online sellers’ operational processes is a plus. ○ Bonus: Basic business English communication skills. What We Offer ● Opportunity to work at one of Latin America’s fastest-growing eCommerce technology companies. ● A dynamic, collaborative, and international environment conducive to rapid professional development. ● Space to grow and learn alongside top industry talent. How to Apply: Please send your Spanish-language resume to ganmeimei@upseller.com, with the subject line: "Application for Customer Support Specialist – \[Your Name]". We look forward to welcoming you! Salary: $12,000\.00 \- $22,000\.00 per month Work Location: On-site employment