Product Support Specialist I

About the role

We're growing our support team and looking for someone based in Mexico to cover our afternoon-to-close shift (10:00 am – 7:00 pm Central Time, US Time). You'll join a distributed team of specialists who keep our e-billing platform running smoothly for customers across North America. This is a fully remote, tier-one role — meaning you'll be the first voice customers hear when something goes wrong, and the person who makes it right. You'll work in a team that blends independent focus with genuine collaboration. The position combines autonomous case management with regular team collaboration, including customer video calls and cross-team knowledge sharing.

What you'll do

• Handle up to eight new cases per day across email, phone, chat, and a self-service portal — most issues are transactional and solvable in one or two steps.
• Take inbound phone calls in English, troubleshoot live, and occasionally jump on a quick video call to see the customer's screen and resolve the issue together.
• Learn our e-billing application end-to-end; once you've built that product knowledge, you'll be certified to administer the platform directly — a real expansion of responsibility.
• Log every interaction clearly in Salesforce, keeping case records accurate and easy for the whole team to follow.
• Prioritise cases by SLA and severity, communicate workarounds when needed, and flag patterns that the team should know about.
• Participate in our after-hours on-call rotation (frequency shared during interviews).
• Contribute to a team culture that's still finding its rhythm — we want people who ask questions, share knowledge, and look out for each other.

What we're looking for

Must-haves

• Fluent English — written and spoken. You'll be writing professional responses to customers every day; we do include a short written assessment as part of the interview process.
• At least one year of experience in a customer-facing role, ideally one that involves troubleshooting or technical support.