Tech & Customer Support

Description

Job Summary: We are seeking a Tech & Customer Support professional to handle, diagnose, and resolve technical incidents, acting as a strategic bridge between teams. Key Highlights: 1. Revolutionizing access to credit opportunities in LATAM 2. Strong technical orientation and analytical mindset 3. Opportunity for professional growth and development **About the Company** If you want to join the **Fintech** founded in 2015 that leads in delivering the **best customer service and experience** across Latin America by **revolutionizing** how customers access **credit opportunities and reaching 9 million satisfied customers** in all countries where it operates, this opportunity is for you… **APPLY!** **About the Opportunity** The **Tech \& Customer Support** role will be responsible for **handling, diagnosing, and resolving technical incidents** reported by customers, with strong **technical orientation and analytical mindset**, acting as a strategic bridge between Customer Experience, Product, and Engineering. **How will you achieve this?** Key responsibilities include: * Responding to technical queries from the Customer Experience team. * Diagnosing issues through analysis, database queries, and scenario replication. * Documenting each incident in detail by incident type and area to identify future trends. * Proposing improvements based on support trend analysis. * Ensuring escalated tickets contain clear, reproducible technical context. * Acting as the final escalation point before Engineering. * Collaborating with Product and Engineering to prioritize fixes and enhancements. **Requirements:** * **Must reside in the Valley of Mexico.** * Minimum Education: Bachelor’s degree or Engineering in Computer Science, Systems Engineering, or related field. * Minimum **2 years’ experience** in customer success or technical support. * Experience in **fintech, SaaS, or technology platform environments** is a *plus.* * Proficiency with digital tools *(e.g., Jira, Zendesk, ServiceNow, or similar).* * **Intermediate to Advanced English.** *(Validated during interview)* **You’re the person we’re looking for if…** * You possess an excellent attitude toward improving customer support service to make it friendlier and unique. * You have experience in incident investigation and root cause analysis. * You are familiar with agile methodologies. **What the company offers you** * Monthly compensation commensurate with experience and expertise. * **Bi-weekly payments.** * **48-hour weekly work schedule**: Monday–Friday, 9:00 AM–6:00 PM \| Rotating weekends — Saturday and Sunday, aligned with service hours, including a 1-hour lunch break. * **Work arrangement:** **Hybrid.** 3 days in the office and the rest remotely. **Benefits exceeding statutory requirements and additional perks** * Monthly food vouchers worth $2,000\. * IMSS coverage and 100% employer contribution. **After probation period** * 20 vacation days starting from Year 1. * 50% vacation bonus. * 30-day Christmas bonus (Aguinaldo). * Savings fund contribution of 13%. * Major medical expense insurance. * Life insurance. * Annual travel benefit. * Annual fitness benefit. * Annual professional development benefit. * Home office equipment benefit. * Location: Near Paseo de la Reforma 222, Cuauhtémoc, Ciudad de México. * Free training. * Medium-term career growth. **If you want to be a key piece of the company transforming LATAM, this position is for you. We want to meet you!** Employment Type: Full-time, Indefinite term Salary: $30,000\.00 \- $350,000\.00 per month Benefits: * Study support * Employee discounts * Special discounts and preferential pricing * Company parking * Flexible working hours * Option for indefinite-term contract * Medical expense insurance * Life insurance * Remote work * Additional vacation days or paid leave * Food vouchers Application Question(s): * This position is hybrid — in which region do you live? * What is your highest completed level of education? * Just for information: Do you have experience working at fintech, technology, or startup companies? If yes, which ones? * Just for information: Have you worked in customer or technical support roles? If yes, how many years of experience do you have? * Have you analyzed data and prepared reports to identify behavioral patterns and business opportunities in processes or incidents? What types of KPIs or analyses have you performed? * What is your proficiency level in Excel and Google Sheets? And just for information: Have you used Power BI in your professional activities? * What is your English proficiency level? And just for information: Have you conducted conversations or meetings with internal teams in English? (Conversational / Technical / Both) * Are you currently employed? * What is your current/last salary? Workplace: Hybrid remote work in Ciudad de México, CDMX