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Posted 2w ago

Product Support Specialist

@ Ottimate
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Guadalajara, Jalisco, Mexico
HybridFull Time, Contract
Responsibilities:responding inquiries, collaborating with team, participating meetings
Requirements Summary:Advanced English; fast-paced, multi-priority environment; experience with customer-facing support and ticketing systems (e.g., Jira, Freshdesk); basic technical troubleshooting; strong communication; API/CSV integration familiarity; Jira/Freshdesk familiarity; beneficial accounting terminology knowledge; collaborative mindset.
Technical Tools Mentioned:Jira, Freshdesk, APIs, CSV
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Job Description

Job Type: Contractor/Full-time

Location: Guadalajara, Jalisco (Hybrid)

Ottimate is an AI-powered AP [Accounts Payable] automation platform that empowers finance teams to reduce costs, prevent overpayments, detect fraud, and enforce policy compliance across the entire invoice-to-payment lifecycle.

About the role:

As a Product Support Specialist at our organization, you will be an integral part of the Product Support team, primarily focusing on Level 1 customer support. You will be responsible for addressing general inquiries, providing basic technical assistance, and ensuring customer satisfaction. This role involves collaboration with both the Support group and specialized teams, requiring oversight and assistance from Level 2 mentors or leads.

Responsibilities:

  • Member of Tier 1 Support Group
  • Respond promptly and courteously to general customer inquiries in accordance with our current customer service level agreements (SLAs).
  • Collaborate with team members within the team to address customer inquiries and issues together.
  • Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues.

Specialized Group Expansion:

  • In most cases, after a short period of time, expansion into other support areas is likely, based on business needs. You will work closely with your respective team members to provide support in these additional areas.
  • Collaborate with subject matter experts in specific areas to address complex customer issues.
  • Escalate issues to engineering through the Jira platform and maintain ownership through resolution.

Oversight and Assistance:

  • Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.
  • Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.
  • Escalate issues to higher-level team members or leads, as needed.