About the Role
The Customer Success Specialist is responsible for supporting clients, internal teams, and third-party vendors in troubleshooting software-related matters primarily via phone and email. This role plays a critical function in supporting frontline community staff who rely on the Success Team for timely and effective assistance.
This position involves regular phone interaction, building strong relationships, and providing hands-on support to users navigating software features and technology-related concepts. It is well-suited for individuals who enjoy voice-to-voice communication, problem-solving, and helping others leverage technology effectively.
Clients are professional, collaborative, and appreciative of the support provided. This is not a call center or complaint-based role; instead, it focuses on building relationships and delivering meaningful support to frontline workers.
Successful candidates are strong communicators, relationship builders, passionate about technology solutions, and motivated to provide solutions whenever possible.
Team members also develop technical specializations related to different software modules (clinical, billing, CRM, integrations, pharmacy, etc.).
Key Responsibilities
- Monitor and respond to phone calls and emails
- Report on, investigate, and respond to tickets and escalations
- Maintain accurate and timely updates in the ticket tracking system
- Develop specialization in one or more software modules
- Participate in on-call rotation (including off-hours responsibilities)
- Contribute to special projects and form markups
- Document outcomes of customer interactions
- Attend scrum meetings
- Track progress toward ticket goals
- Participate in project management and specialization meetings
- Submit escalation tickets as needed
- Attend L10 meetings and complete scorecards
- Sync with Team Lead regarding status toward goals
- Review customer-specific SOPs
- Execute long-term projects
- Set and pursue specialization goals
- Learn new tools and best practices
- Achieve specialization milestones
Requirements
You Will Thrive in This Role If You Are:
- Reliable: Consistently present and engaged in supporting your team and clients.
- Positive and Professional: Maintain an optimistic attitude and professional demeanor.
- Calm and Composed: Maintain clarity and focus when assisting others.
- Strong Communicator: Transparent, detail-oriented, and attentive in communication.
- Patient and Kind: Support users of all technical skill levels with empathy and professionalism.
- Demonstrate Sound Judgment: Prioritize needs appropriately and make thoughtful decisions.
- Detail-Oriented: Value accuracy and precision.
- Committed to Growth: Pursue ongoing personal and professional development.
- High Integrity: Act honestly and professionally at all times.
- Adaptable and Flexible: Adjust smoothly to schedule or priority changes.
- Solution-Oriented: Take ownership in resolving challenges effectively.
- Focused on Excellence: Strive to exceed expectations and maintain high standards of reliability and performance.
- Technologically Proficient: Comfortable troubleshooting technology and hardware issues; familiarity with G-Suite, Gmail, Word, and Excel.
Benefits
- 🎄 Christmas Bonus: 30 days, to be paid in December.
- 🩺 Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
- 🩹 Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
- 😁 Dental Insurance: Always smile with confidence!
- 💼 Life Insurance
- 🌴 Vacation Days: 12 vacation days.
- + 📅 Floating Holidays: 3
- 📱 Cell Phone Reimbursement & Transportation Subsidy.
- 🌐 Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
- 🌍 Multicultural Exposure: Work with operations within Mexico and the United States.
- 🎉 MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
- 💸 Exclusive Discounts: Benefits with different companies for being part of MezTal.
- 📚 Academic Agreements: Access to national universities and language schools.
- 🚀 Career Growth: We will search for the best conditions for progressing in your career
