Customer Support Specialist

TL;DR

Customer Support Specialist (Customer Support): Managing customer inquiries and providing technical assistance for proprietary analytical platforms with an accent on product implementation and user entitlement management. Focus on maintaining high customer satisfaction levels, troubleshooting technical issues through Salesforce, and acting as a bridge between customers and internal technical teams.

Location: Hybrid, Mexico City office

Company

hirify.global is a global leader in providing analytics, insights, and proprietary data for the energy and natural resources sectors.

What you will do

• Deliver high-quality phone, email, and live chat support to global customers and internal stakeholders.
• Act as a liaison between customers and IT teams to troubleshoot and resolve technical platform issues.
• Maintain accurate and detailed records of customer interactions and feedback within the Salesforce CRM system.
• Help customers optimize the value of software and data solutions through service-specific platform tasks.
• Manage ongoing user-level entitlements and assist with product configuration during implementation.
• Collaborate on strategic sourcing, category management projects, and other team-related initiatives.

Requirements

• Must be based in or able to work from the office in Mexico City.
• Strong organizational skills with the ability to manage time effectively and handle multiple tasks.
• Excellent verbal and written communication skills with comfort speaking on the phone.
• Analytical mindset with a process-oriented approach to problem-solving.
• Ability to work effectively both independently and within a team environment.
• Technical aptitude for working with web-based applications.

Culture & Benefits

• Collaborative and inclusive team culture focused on health and well-being.
• Support for professional growth through personalized development goals and potential transfers to other business areas.
• Opportunities to acquire specialized technical skills and gain experience in a fast-evolving global team.
• Commitment to an inclusive work environment that values diverse perspectives and contributions.