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Client Support Specialist

We are looking for a Client Support Specialist to join our Support Team!

The Client Support department provides post-sales client support and is responsible for ensuring positive client experience through high-quality service and communication. We handle client support related to incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation and follow up.

  • Function as a subject matter expert in our system’s functionality and how customers use our software.
  • Troubleshoot issues within the proprietary software to accurately identify the root-cause through researching, testing, and replicating issues reported with a focus on the tactical and strategic impact on the customer.
  • Triage inbound phone and e-mail support related issues.
  • Manage Support Cases in the Customer Relationship Manager (CRM)
  • Clearly communicate updates on case or resolution in layman’s terms directly with customers in writing or via phone.
  • Track customer interactions 100% to keep accurate records of impact for the future growth of the team.
  • Effectively prioritize and escalate tickets to Senior Client Support Specialists and above with detail and supporting documentation, ensuring that service level agreements are met.
  • Collaborate with other upper levels of support and other TSA1 team members and on resolutions as necessary.
  • Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.

We need people who enjoy working in a fast-paced, production-driven environment! People who will work hard and have fun doing it! We need people who work well under pressure like to be challenged and understand how critical it is to get the client experience right!

  • Bachelor’s Degree or equivalent
  • 2 – 4 years of experience in software application support or service organization required
  • Working knowledge of CRM system preferred
  • A team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience
  • Quick learner, self-motivated, autonomous, proactive, intellectually curious and strong attention to detail
  • Ability to receive and leverage feedback with the ability to adapt to frequent change
  • Advanced or native English.

ID: CLS001

40 hrs semanales

Guadalajara, Jalisco

$18,000 a $21,000 MXN/mes

Customer Success Manager

We are currently searching for a proactive Customer success manager who can help new clients get familiar with their products and our tools. Our customer success manager would need to educate clients about the service’s features & benefits, coaching clients on fully utilizing the offering.

You would also onboard clients, do welcome calls, ongoing needs analysis, filling out the intake questionnaire with the practice stakeholders.

The ideal candidate will be organized, highly driven, passionate about client relations, and focused on enhancing the buyer experience.

  • Onboarding clients
  • Welcome calls
  • Ongoing needs analysis
  • Filling out the intake questionnaire with stakeholders.
  • Proficient in written and spoken English. (Native is preferred)*
  • The drive and energy to manage multiple accounts while looking for new opportunities.**
  • Computer Skills.**
  • CRM experience may be preferred.**
  • Excellent verbal and written communication skills.**
  • Ability to understand client needs and handle the negotiation process.**
  • Strong time management skills.*

ID: CM001

40 hrs semanales

Guadalajara, Jalisco

$18,000 a $23,000 MXN/mes

Data Entry Operator

We are looking for a Data Entry Operator to update and maintain information on our company databases and ensure the quality of our product by listening to Audio files and reviewing transcripts.

Our ideal candidate has essential data entry skills, like fast typing with an eye for detail and familiarity with spreadsheets, online forms, and CRM software. Previous experience as a data entry clerk or similar position will be considered an advantage.

Ultimately, a successful data entry operator will be responsible for maintaining accurate, up-to-date and useable information in our service and will make sure that our services are performed correctly.

  • Review data for deficiencies or errors, correct any incompatibilities if possible and check the output.
  • Download files from file storing software (Dropbox, Google Drive, Hightail, etc.) and uploading it to our platform.
  • Research and obtain further information for incomplete documents.
  • Keep information confidential.
  • Respond to queries for information and access relevant files.
  • Comply with data integrity and security policies.
    • Experience with MS Office and data programs.
    • Knowledge in CRM software (Salesforce is preferred)
    • Typing speed and accuracy
    • Excellent knowledge of correct spelling, grammar, and punctuation
    • Attention to detail
    • Confidentiality
    • Organization skills, with an ability to stay focused on assigned tasks
    • High school diploma; additional computer training or certification will be an asset.

    ID: DE001

    40 hrs semanales

    Guadalajara, Jalisco

    $12,000 a $14,000 MXN/mes

    Product Specialist

    You will be the product (Google reviews, website widgets, chatbot, etc.) expert, knowing the functionality and features inside and out. Along with creating this product and resolving customer requests, you will recommend product updates to optimize and enhance the customer experience. These creative solutions will be key to the success of our customers and company. You will identify and suggest areas of improvement within the team to help improve the processes for more efficient and effective implementation and modifications workflows. You will communicate with third party partners to manage customer requests, bugs, and enhancements.

    ●  Strong time management and organization skills (managing incoming requests to be completed in accordance with set SLAs)

    ●  Ability to consistently follow-up on customer and team member requests

    ●  Impeccable attention to detail to perform the highest quality of work

    ●  Great interdepartmental communication skills

    ●  Understanding of customer experience with a product

    ●  Product support experience is a plus

    ●  Resilient and hardworking (GRIT)

    ●  A positive, polite, confident, sincere and friendly disposition

    ●  Adapability – we’re growing and evolving, and the rocket ship is about to take off

    ●  Ability to think differently

    ●  Team Player

    ID: PS001

    40 hrs semanales

    Guadalajara, Jalisco

    $14,000 a $16,000 MXN/mes

    Sales Development Representative

    We’re looking for a talented and experienced Sales Development Representative to join our expanding team. In this role, you will have the opportunity to directly impact the growth of the company through acquiring top of funnel and user acquisition of event organizers that heavily contribute to the lifeblood of our organization’s success.

    This position will be the first point of contact to engage with potential users that are looking for e-marketing tools for their websites, so you will be responsible for representing the agency’s brand, product, and mission. To do this you’ll become an expert in our business, outbound/inbound marketing efforts, and technology.

    • Identify and source new prospects to put into our outbound email campaigns
    • Generate opportunities through the qualification of inbound leads via email, phone, and other automated nurturing activities
    • Maintain and organize pipeline and activity record using our CRM
    • Articulate and evangelize our value proposition to the decision-makers at medical practices in the United States
    • Follow-up and qualify inbound leads from web inquiries, paid ads, demo requests, content marketing, conferences, and other marketing activities
    • Develop creative outbound marketing programs that include cold email, cold calling, LinkedIn, and referral marketing programs
    • Document daily activity in the CRM
    • Become an expert on converting prospects to qualified leads
    • Provide input on ways we can streamline processes
    • Correspond with event organizers to ensure prompt responses
    • Navigate an ambiguous, low oversight role and thrive in uncertainty by applying a bias towards proactive problem solving
    • Identify and source new prospects to put into our outbound email campaigns
    • Generate opportunities through the qualification of inbound leads via email, phone, and other automated nurturing activities
    • Maintain and organize pipeline and activity record using our CRM
    • Articulate and evangelize our value proposition to the decision-makers at medical practices in the United States
    • Follow-up and qualify inbound leads from web inquiries, paid ads, demo requests, content marketing, conferences, and other marketing activities
    • Develop creative outbound marketing programs that include cold email, cold calling, LinkedIn, and referral marketing programs
    • Document daily activity in the CRM
    • Become an expert on converting prospects to qualified leads
    • Provide input on ways we can streamline processes
    • Correspond with event organizers to ensure prompt responses
    • Navigate an ambiguous, low oversight role and thrive in uncertainty by applying a bias towards proactive problem solving

    What do we need from you?

    We need people who enjoy working in a fast-paced, production-driven environment! People who will work hard and have fun doing it! We need people who work well under pressure like to be challenged and understand how critical it is to get the client experience right!

    • Bachelor’s Degree or equivalent
    • 2 – 4 years of experience in software application support or service organization required
    • Working knowledge of CRM system preferred
    • A team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience
    • Quick learner, self-motivated, autonomous, proactive, intellectually curious and strong attention to detail
    • Ability to receive and leverage feedback with the ability to adapt to frequent change
    • Advanced or native English.

    ID: SDR001

    40 hrs semanales

    Guadalajara, Jalisco

    $12,000 a $18,000 MXN/mes

    Salesforce Administrator

    We are seeking a Software Engineer for our CRM Technology team. The ideal candidate will join a team of software engineers responsible for administering and developing solutions on the Salesforce platform.

    • Design, code, test, debug and document software according to the functional requirements or user stories and coding standards.
    • Investigate operational or systematic problems and user queries as required.
    • Work closely with developers and a variety of end-users to ensure technical compatibility and user satisfaction.
    • Communicate effectively and clearly, in writing and verbally, in one-on-one and group presentation situations.
    • Knowledge of the Lightning Framework and components.
    • Experience with Classes, Triggers, Visualforce pages.
    • Well versed in creating unit test classes for all development objects in Salesforce.
    • Solid understanding of Process Builders, Workflows, and Flows.
    • Identify opportunities for application optimization, redesign, or development within the platform that will support multiple business units.
    • Minimum 2 years of Salesforce Platform experience
    • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
    • Strong understanding of Salesforce.com best practices and functionality
    • Knowledge of SalesForce integration patterns
    • Multiple SalesForce project deployments including release and environment management
    • Advanced or Native English

    ID: DE001

    40 hrs semanales

    Guadalajara, Jalisco

    $12,000 a $14,000 MXN/mes

    Social Media Coordinator

    You will create appealing posts for our customer’s social media. Your tasks include looking for relevant information for our customer’s practices, writing copies, and designing posts. Along with creating posts, sometimes you’ll need to send your work for customer’s approval, and follow through with any edit requests they might have. You will schedule the content on different platforms and make sure to follow up on the overall posts’ performance.
       

    • Strong time management and organization skills (managing incoming requests to be completed in accordance with set SLAs)
    • Ability to consistently follow-up on customer and team member requests
    • Impeccable attention to detail to perform the highest quality of work
    • Great interdepartmental communication skills 
    • Understanding of customer experience with a product
    • Product support experience is a plus
    • Resilient and hardworking (GRIT) 
    • A positive, polite, confident, sincere and friendly disposition
    • The ability to solve problems & to think dynamically
    • Adaptability – we’re growing and evolving, and the rocket ship is about to take off
    • Ability to think differently
    • Team Player

    ID: SM001

    40 hrs semanales

    Guadalajara, Jalisco

    $12,000 a $14,000 MXN/mes

    Virtual Assistant

    A virtual assistant is person who provides various services to entrepreneurs or businesses from a remote location. There are a host of things that virtual assistants can do.

    • Social media management
    • Event management
    • Managing calendars, appointments and emails
    • Preparing reports
    • Personal tasks like booking hotels and restaurants
    • Simple digital marketing tasks. It’s a never ending list!

    ID: SDR001

    40 hrs semanales

    Guadalajara, Jalisco

    $11,000 a $14,000 MXN/mes

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