Technical Support Representative (Mexico)

Orum Customer Support Team’s Mission is to inform, assist, and guide customers through the power of unparalleled customer service. Our responsive and knowledgeable representatives drive customer loyalty through providing effortless support experiences and delivering swift, holistic, and lasting resolutions.

Operate above the line - we take ownership, seek solutions, and lean into tough conversations.

Active listeners -  we ask questions and look for underlying concerns that connect to a larger customer need

Dedicated to the Mission - we provide constant updates and deliver swift resolutions.

Ambassador - we represent Orum to our customers and leverage cross-functional relationships to ensure feedback is delivered and heard.

Technical and industry experts - we master the product, integrations, sales techniques, and trending strategies.

The Technical Support Representative will be responsible for executing a support system that is designed to be as effortless as possible for our customers.  

Salary: The base salary range is up to $700,000 MXN. If you're selected, we'll make an offer that matches the experience you're coming with. We respect your time and don't intend to waste it.

Please keep reading...

Did you know? Research indicates men often apply for jobs if they meet just 60% of the criteria, but women and other underrepresented groups usually wait until they check every box. Let's change this pattern! If you see yourself fitting into this role, even without ticking all the boxes, we'd love to hear from you. At Orum, we value diverse perspectives and are excited to consider how your unique skills could contribute to our team's success.

What You'll Do:

• Efficiently operate a high-volume, multi-channel ticket queue, handling complex cases that may take a month or more to resolve.
• Serve as an escalation point for intricate support requests, troubleshooting complex integrations and sophisticated software setups.
• Build cross-functional relationships and apply advanced time management skills to achieve Key Performance Indicators.
• Provide holistic solutions to fully resolve support requests, anticipating downstream impacts for seamless, world-class customer support.
• Master Orum’s product suite and its integrated technologies, becoming a go-to resource for both customers and internal teams.
• Create and update knowledge base content to empower self-service options for internal and external users.
• Critically evaluate and improve support processes to enhance best practices and elevate the effortless customer experience.
• Contribute to the growth of the support team by participating in training, coaching, and mentorship.

Must Have:

• 2+ years of experience in Technical Support
• Zendesk/FreshDesk experience
• Experience troubleshooting software as a service (SaaS)
• Experience & Intermediate proficiency with Google Apps suite (ie Docs, Sheets, etc)
• Live chat, email support channel experience & operating ticket queues
• Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ("remote in")

Nice To Have:

• Experience contributing to the knowledge base
• Experience troubleshooting complex software integrations / Troubleshooting APIs
• Experience serving as an escalation point for complex tickets or troubleshooting
• Salesforce Sales App/Account Object experience
• Troubleshooting experience with telephony, VoiP, Networking
• Windows or Mac admin experience
• Proficiency in writing and optimizing complex SQL queries.
• Experience with any of our integrations: Outreach, SalesLoft, HubSpot