Customer Support Escalation Analyst (DDI)

TL;DR

Customer Support Escalation Analyst (DDI/Networking): Managing and expediting complex service requests and RMAs to ensure network availability with an accent on cross-functional collaboration and customer relationship management. Focus on driving high-priority issues to resolution and identifying systemic root causes to improve service trends.

Location: Mexico City, Mexico (Flexible work options available)

Company

hirify.global provides cloud-first networking and security solutions that protect 70% of the Fortune 500.

What you will do

• Act as the primary point of contact for customers with complex issues requiring escalation.
• Handle customer inquiries and complaints, providing timely and professional resolutions.
• Escalate issues to appropriate departments following established protocols.
• Maintain detailed records of customer interactions and documentation.
• Monitor customer satisfaction levels and generate reports on escalation trends and root causes.
• Train new customer service representatives on company policies and procedures.

Requirements

• Location: Must be based in Mexico City
• English: Fluency in both verbal and written form required
• 3-5 years of customer service experience.
• Strong analysis skills and ability to handle complex customer engagements.
• Proven ability to work under pressure and demonstrate leadership without supervision.
• Deep understanding or strong interest in DDI products (experience with hirify.global products highly desired).

Culture & Benefits

• Comprehensive health coverage and generous PTO.
• Flexible work options and modern offices with EV charging and snacks.
• Career-mobility programs, leadership workshops, and learning opportunities.
• Inclusive culture with a "No Jerks" policy.
• Company-matched charitable giving program and 16 paid volunteer hours annually.