Skala people strategy busca account specialisttécnico de soporte bilingüe - remote en álvaro obregón, michoacan de ocampo
at skala, were looking for our next account specialist to join a global project with a leading saas company that empowers thousands of businesses worldwide to scale their digital presence.
we're looking for a dynamic and passionate spanish-speaking account specialistto join our team.
what you'll do:
* serve as a premium-facing product generalist and slack-primary responder for assigned premium accounts within the support organization.
* premium support onboarding calls to capture customer goals, confirm product familiarity, explain support processes, and outline how to request help in the future.
* troubleshoot and resolve complex, cross-functional technical issues via slack, zoom, and scheduled calls, partnering across dev, product, billing, marketing, l2, l3, and psm as needed.
* answer product-related queries, resolve usage blockers, and provide timely support through slack-first engagement with limited consultative guidance where applicable.
* help customers avoid repeat issues and build confidence by improving their product usage patterns through clear guidance and education.
* monitor customer health signals via internal dashboards and proactively follow up on technical blockers, usage gaps, and unresolved issues; participate in support reviews (sbrs).
* proactively reach out to premium customers to follow up on unresolved issues and ensure continuity on critical workflows
* participate in product, development, and support org syncs to stay informed on evolving features, release impacts, and known issues relevant to premium customers.
* manage account coverage, handoffs, and ticket ownership transparently, following premium support rules of engagement to ensure timely, high-quality service .
* highlevel is constantly changing as our business needs change, as may the duties of this account specialist role.
experience/education/certifications required :
* ba/bs in computer science or equivalent combination of education and experience.
2-3 yrs. of practical experience supporting a b2b saas platform, knowledge of highlevel will be an added benefit
* 3+ yrs. experience in client relations, account management and technical customer support experience.
* proven experience managing dedicated client relationships or high-value accounts in a technical support capacity
* exceptional client-facing communication skills (oral, written, and interpersonal), with the ability to explain complex technical concepts clearly to non-technical users.
* demonstrates a proactive motivation to solve tough technical problems, and know when to escalate or seek guidance.
* ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat.
* comfortable conversing over live zoom and phone conversations is a requirement.
* outstanding analytical and problem-solving skills.
* detail-oriented and organized to be able to accomplish a wide variety of tasks in a fast-paced environment.
* ability to work independently and as part of a team.
benefits:
* fully remote position
* salary: $33,416.00 mxn gross
* aguinaldo (christmas bonus) - this bonus amounts to at least 15 days worth of pay to their employees.
paid vacation & vacation bonus
* full-time employees in mexico are entitled to at least 12 days of paid time off after their
first year of employment.
public holidays
* employees are entitled to 7 statutory public holidays: new years day, constitution day,
benito juárezs birthday, labor day, independence day, revolution day, christmas day.
social security (imss)
* provides access to healthcare, disability, retirement, and maternity benefits. Both
employer and employee contribute.
* severance pay
paternity leave
* five (5) paid working days for the birth or adoption of a child. Leave is certified through
imss.
maternity leave
* twelve (12) weeks paid leave (six weeks before and six after birth). Imss pays 100% of
salary during maternity leave.
sick leave
* general illness: imss pays 60% of salary from the 4th day of illness; employer pays first
3 days.
* work -related illness/injury: imss pays 100% of salary from day one (up to 52 weeks).
other benefits :
* private health insurance (metlife)
* overtime pay
* teleworker allowance: 500 mxn/month internet and 600 mxn/month electricity
* one -time ergonomic chair allowance up to 3,000 mxn
payroll & deductions
* payment frequency: payroll is typically processed semi -monthly on the 15th and 30th
of each month.
nivel de educación deseada:
superior - titulado
nivel de experiencia deseada:
nivel medio
función departamental:
atención al cliente
industria:
internet
esta vacante viene de la bolsa de empleo