Technical Support Representative, Tier 1, Mexico Remote (For Pooling Only)

Role overview A remote, Tier 1 technical support role based in Mexico City, working with customers of an educational technology software platform. The position is listed as a pooling requisition, meaning candidates are being gathered for future openings rather than an immediate hire. Day-to-day work centers on responding to customer questions and resolving first-line technical issues across the product suite.

Responsibilities - Respond to inbound customer inquiries through chat, email, or phone as the first point of contact. - Diagnose and resolve common technical issues, escalating complex cases to higher tiers when needed. - Document customer interactions, troubleshooting steps, and resolutions in the support system. - Help surface recurring issues and customer feedback to the broader Customer Experience team.

Requirements - Based in Mexico and eligible to work remotely in a Mexico City-based support operation. - Strong written and verbal communication skills in English and Spanish. - Comfort learning a software product in depth and translating technical concepts for non-technical users. - Customer-service orientation and patience when handling high-volume inquiries.

Nice to have - Prior experience in a customer support, help desk, or technical support role. - Familiarity with educational technology, learning management systems, or academic software. - Experience working in remote-first or distributed support teams.

Benefits and work setup - Remote role based in Mexico City, with the team operating in a Customer Experience department of a software company.