Technical Customer Support Specialist

The Role

Join our dynamic team as an Customer Support Specialist, where you’ll play a crucial role in ensuring our external users have a seamless experience with our cutting-edge SaaS platform.

You’ll be the go-to problem solver, using your expertise to manage technical issues and queries and providing exceptional customer support.

If you’re a detail-oriented professional with a passion for customer service and a knack for navigating fast-paced environments, we want you on our team!

Department Technology Employment Type Permanent Location Mexico City Workplace type Fully remote What will you be doing?

• Identify, analyse, and resolve common technical issues, questions, and problems that occur for external users using our SAAS Platform
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Meet or exceed KPI goals
• Liaise with Internal member of staff and engineers where applicable
• Provide ad hoc reports and data to management
  
  

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• 3 years’ experience in application support, preferably in an e-commerce/digital platform environment
• Strong customer service skills, able to effectively handle client/partner queries
• Knowledge of e-commerce processes and payment platforms
• Familiarity with ticketing/case management systems, like Salesforce Service Cloud, is ideal
• A problem-solver, with high attention to detail and the ability to adapt to fast-paced/changing environments
  
  

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• A focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
• Early finish on a Friday!
  
  

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively. 

About The Instant Group

The Instant Group has been rethinking workspace since 1999 with over 500 experts working globally across more than 175 countries. Instant’s digital platforms constitute the world’s largest digital marketplace for flexible workspace listing meeting rooms, virtual offices, flexible office space and coworking memberships. Its global team advises on commercial real estate solutions from serviced offices to fully customised managed offices, and consulting services for portfolio and net zero strategies.

Instant’s approach enables agility, hybrid working solutions and improved operational resilience for more than 250,000 businesses every year. Clients include Prudential, Booking.com, Shell, Jaguar Land Rover and GSK. Instant has global offices including London, Paris, New York, Hong Kong, Singapore and Sydney.