Technical Support Representative – Hybrid (Guadalajara)

About the role

Join a fast‑growing tech company that is redefining mobile‑first conversational engagement. As a Technical Support Representative based in Guadalajara, you will work in a hybrid setting, helping customers resolve technical issues and ensuring they get the most out of our messaging platform.

Key responsibilities

• Troubleshoot technical problems related to Chrome extensions and web browsers, reproducing issues for QA.
• Provide solutions via chat, email, phone, and screen‑sharing tools.
• Log and manage multiple customer cases in Salesforce Service Cloud while monitoring KPIs such as CSAT, response time, and escalation rates.
• Gather and relay customer feedback, identify bugs, and create detailed tickets in Jira.
• Collaborate with product, engineering, sales, and billing teams to escalate and resolve issues.
• Maintain up‑to‑date knowledge of 10DLC regulations and company SaaS products.
• Ensure compliance with internal policies, SLAs, and documentation standards.

Required profile

• Reside in the Guadalajara Metropolitan area.
• Strong customer‑experience mindset with a positive, energetic attitude.
• Passion for technical products and SaaS solutions.
• Team‑oriented mentality and meticulous attention to detail.
• Ability to work under pressure and meet tight response deadlines.

Required skills

• Salesforce Service Cloud
• Jira ticketing
• Chrome extension troubleshooting
• Screen‑sharing tools
• General web‑browser troubleshooting

What we offer

• Competitive salary of 16,000 MXN gross per month.
• 8 % Savings Fund contribution.
• Food vouchers worth 1,000 MXN.
• Hybrid work environment with collaborative culture.