**1. Mission of the Position** Rapidly and accurately resolve end-user technical incidents and inquiries, ensuring a high-quality service experience that guarantees customer operational continuity and strengthens their trust in the product. **2. Roles and Responsibilities** The consultant is the tactical executor responsible for direct user interaction: * **Ticket Management and Resolution:** * Respond to, categorize, and prioritize incoming requests through official channels. * Diagnose technical failures by replicating errors in controlled environments. * **Documented Escalation:** * Thoroughly document cases requiring second-level or higher intervention. * Collaborate with the technology team by providing technical evidence (logs, screenshots, replication steps) for system bug fixes. * **Contribution to the Knowledge Base:** * Identify recurring questions and propose content for customer help articles and internal information. * Stay up to date with new product versions and features. **3. Technical Requirements (Hard Skills)** This profile requires a solid technical foundation combined with excellent written communication: * **Education:** Technical or professional degree in Computer Science, Systems Engineering, Computing, or equivalent experience in software support (SaaS). * **Software Diagnosis:** Basic knowledge of browser inspection tools (DevTools), log reading, and execution of basic SQL queries. * **Platform Management:** Proficiency in ticketing tools. **API Understanding:** Ability to identify inter-system communication errors (HTTP status codes such as 404, 500, etc.). **4. Personal Skills (Soft Skills)** * **Empathetic Communication:** Ability to translate technical jargon into clear, friendly language understandable to customers. * **Patience and Resilience:** Maintain professional, calm conduct during stressful situations or when dealing with dissatisfied customers. * **Attention to Detail:** Rigor to avoid omitting critical steps during problem diagnosis. **Self-Management:** Discipline to organize ticket workload and prioritize based on impact to the customer’s business. **4. Language:** Spanish / English Position Type: Full-time Salary: $14,000.00 per month Benefits: * Option for indefinite-term contract Work Location: Hybrid remote in Zapopan, Jal.