Product Support Specialist I (LegalTech)

TL;DR

Product Support Specialist I (SaaS): Providing first-tier technical support for an e-billing platform with an accent on live troubleshooting and case management. Focus on resolving transactional customer issues, maintaining Salesforce records, and ensuring SLA compliance.

Location: Must be based in Mexico. Shift: 10:00 am – 7:00 pm US Central Time.

Company

Global provider of software simplifying operations in Legal, Risk, Compliance, and HR functions, serving over 20,000 client companies.

What you will do

• Handle up to eight new cases daily via email, phone, chat, and a self-service portal.
• Conduct live troubleshooting and video calls to resolve customer issues in real-time.
• Administer the e-billing platform upon completion of internal product certification.
• Maintain detailed and accurate interaction records within Salesforce.
• Prioritize cases based on SLA and severity, communicating workarounds when necessary.
• Participate in an after-hours on-call rotation.

Requirements

• Fluent English (written and spoken).
• Minimum one year of experience in a customer-facing role, ideally involving live English support.
• Ability to work independently and manage a personal case queue without close supervision.
• High attention to detail and professional written communication skills.
• Must be a resident of Mexico.

Nice to have

• Experience with Salesforce or other CRM/ticketing systems.
• Bilingual Spanish/English proficiency.
• Basic proficiency in Microsoft Excel, Windows OS, and Microsoft Office.

Culture & Benefits

• Inclusive, globally dispersed team culture focusing on individual excellence.
• Environment blending entrepreneurial spirit with enterprise investment.
• Access to continuous learning opportunities and professional growth.
• Fully remote work arrangement within Mexico.