Customer Service Technical Specialist (English/Spanish)

Location: Hybrid — 8 days per month in the office in Mexico City, Montecito

Company

hirify.global provides medical research applications and online information solutions for medical and academic researchers.

What you will do

• Provide technical and customer service support through phone, email, and web-based inquiries.
• Diagnose, resolve, and track customer issues through completion while meeting service-level agreements.
• Use CRM systems to record customer communications, enhancement requests, bugs, and product issues.
• Develop and maintain custom product solutions and contribute to customer-facing and internal knowledge bases.
• Test upcoming software releases and provide feedback to development and technology teams.
• Collaborate with global support, sales, and cross-functional teams, mentor new team members, and support conferences.

Requirements

• Fluent Spanish and English required for professional customer communications in both languages.
• Degree-level education or equivalent.
• At least 3 years of experience diagnosing and resolving software problems.
• Experience supporting mission-critical hosted or cloud applications.
• Customer service experience with excellent verbal and written communication skills.
• Familiarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy servers, and CRM systems.

Nice to have

• Degree-level education in Library Sciences.
• Knowledge of medical software technology or information and professional experience in STM Publishing.
• Familiarity with authentication, firewalls, OpenURL, HTTP, HTML, XML, XLS, CSS, JavaScript, and JSON.

Culture & Benefits

• Hybrid work arrangement with eight office days per month in Mexico City.
• Collaborative work with global customer support and cross-functional teams.
• Minimal travel, including occasional in-person or virtual conferences.
• Participation in product education, documentation, knowledge-base, and self-service initiatives.

Hiring process

• Interviews must be completed without AI tools or external prompts.
• Virtual backgrounds must be removed, and the process includes in-person interviews.
• Candidates may be required to appear onsite at a hirify.global office.