Support Analyst – Tier 1

🔥 2 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Infios

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

📦 Logistics

B2B • Logistics

Infios is dedicated to improving supply chains for businesses of all sizes, emphasizing adaptability and innovation in their solutions. They empower over 5,000 customers in 70 countries by providing technology that simplifies operations, optimizes efficiency, and drives measurable impact in various business environments.

📋 Description

• Provide comprehensive support through phone and ticketing system • Gather initial information to understand and troubleshoot software-related issues • Document relevant information accurately in the ticketing system • Assess and triage support cases, routing them to appropriate internal teams • Maintain clear communication with customers and internal teams • Meet defined SLAs for first response and resolution of support cases • Collaborate with internal teams, external partners, and third-party vendors • Escalate tickets when necessary based on severity • Maintain low escalation rates due to case hygiene or failure to meet SLA • Handle critical responses and escalate cases based on severity • Maintain a low call unanswered rate • Resolve issues using defined runbooks, policies, and procedures • Curate documentation to expand the Tier 1 service footprint • Apply active listening, empathy, and emotional intelligence in customer interactions • Meet or exceed customer service satisfaction score requirements

🎯 Requirements

• Strong customer service skills and ability to multi-task • Strong analytical, troubleshooting, and problem-solving skills • Ability to prioritize tasks and self-manage • Ability to quickly learn and expand knowledge in relevant processes and applications • Excellent listening, oral, and written communication skills with strong interpersonal skills • Strong sense of teamwork, integrity, and positive attitude • 0-1 year technical customer support experience • Fluency in English

🏖️ Benefits

• Equal-opportunity employer committed to inclusion in the workplace • Reasonable accommodations during the recruiting process for individuals with disabilities

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