Customer Support Agent – Remote (Mexico)

About the role

As a Customer Support Agent at Research Solutions, you will join a fast‑growing SaaS company that provides cloud‑based tools for researchers. You will deliver detailed product information, resolve complex inquiries and ensure a seamless experience for clients across the US and Europe. The role is fully remote, based in Mexico, and reports to the Customer Support Manager.

Key responsibilities

• Provide detailed information about Research Solutions’ products and services to customers.
• Resolve complex technical and usage inquiries through proactive problem‑solving.
• Maintain a high level of customer satisfaction by ensuring a seamless experience.
• Participate in meetings with international staff and take calls from US and European customers.
• Document interactions and follow‑up actions in the support ticketing system.

Required profile

• University degree in a scientific field (Biotechnology, Chemistry, Biology, Health Sciences) or extensive experience in English‑language customer service.
• Fluent in written and spoken English; ability to communicate with customers in the US and Europe.
• Experience with Zendesk or similar ticketing platforms is preferred.
• Ability to work independently and collaborate effectively within remote teams.
• Availability to work Monday‑Friday, 12:00 PM – 9:00 PM CST.