About this role
About the Role Factorial is opening a new Customer Support Specialist role in Mexico, positioned at the intersection of Customer Success and Product Support. You will handle complex inquiries and serve as a technical escalation point for LATAM and Brazil markets, bridging clients with internal support and product teams. You will learn the Factorial platform in granular detail to diagnose issues beyond standard troubleshooting. What You'll Do
- Advanced Troubleshooting: Diagnose and triage complex issues reported by customers or escalated by agents.
- Escalation Point: Act as the main point of escalation for the Brazil (BR) and LATAM markets, ensuring high-priority cases are managed effectively.
- Ticket Management: Manage a queue of incidents effectively using Jira, ensuring our SLAs (Time to First Response & Follow-up), CSAT, Productivity and Quality standards are met.
- Technical Investigation: Use technical knowledge to identify if an issue is a bug or a configuration error before escalating to Product support.
- Relationship Building: Maintain strong relationships with clients during complex troubleshooting processes, ensuring they feel supported and informed.
- Knowledge Sharing: Consolidate the knowledge base to improve first-level resolution for the wider team and help improve What We're Looking For
- Experience in customer support or success roles with a focus on complex issue resolution.
- Ability to learn the Factorial platform in detail.
- Strong troubleshooting and technical investigation skills.
- Experience with Jira or similar ticketing systems.
- Experience supporting LATAM markets (Brazil and others).
- Strong communication and relationship-building skills.
- Self-motivated, proactive, and able to work as an escalation point.