At **Nueve09**, we are looking for a **User Support Analyst** to join our support team. If you are passionate about customer service, enjoy solving technical issues, and want to be part of a growing company where your ideas and work make a real impact, we’d love to meet you! **Job Description:** Provide customer support primarily through omnichannel channels, aiming to resolve inquiries, identify customer needs, and deliver appropriate solutions in accordance with company procedures and policies. Record interactions in the relevant ticketing system or CRM, and collaborate with other teams to ensure a positive experience and efficient resolution of requests. **Job Responsibilities:** * Handle user interactions via official communication channels. * Practice active listening, understand the inquiry, and provide accurate responses or escalate to the appropriate department. * Record interactions and resolutions in detail within the CRM. * Maintain a professional, courteous, and empathetic tone in all communications. * Meet established performance indicators (KPIs) — e.g., response time, first-contact resolution rate, customer satisfaction. * Clearly and truthfully communicate company policies, products, and services. * Escalate complex issues to supervisors or other departments as required. * Identify opportunities for process improvement and recurring issues related to company products. **Required Knowledge:** Proficiency in Microsoft Office suite and Google tools. Experience using help center platforms and/or CRM/ERP systems. **Experience:** Customer service or sales experience (chat, email, phone). **Requirements:** Bachelor’s degree (in progress, minimum fourth semester completed). Residence no more than 1 hour and 15 minutes from the office location. Empathy and active listening skills. Adaptability and flexibility. Critical thinking and decision-making ability. Time management and organizational skills. Teamwork orientation. Proactivity and commitment to continuous improvement. Results-driven mindset and KPI compliance. **We Offer:** Vacation days exceeding statutory requirements. Gym membership discounts. Major medical expense insurance. Opportunities for internal career growth. Ongoing training and development. If you meet the above requirements, please share your CV with us through this channel. Good luck! Employment type: Full-time Salary: Starting at $12,000.00 MXN per month Benefits: * Gym discount * Medical expense insurance Work location: On-site