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Helpdesk Customer Support Agent

Mexico City, MEX

This is a remote position.

Position Summary:

Helpdesk Customer Service Agents, this role focuses on handling customer concerns, coordinating maintenance and repairs, and keeping clear communication with customers and service partners. A key part of the role is 10K maintenance outreach for stores, making sure vehicles receive timely service. Agents work independently while staying connected with the team to keep operations running smoothly.

Essential Duties and Responsibilities (include, but are not limited to the following):

  • Assist customers through phone, SMS, email, and messaging platforms
  • Help customers with vehicle pickup and basic setup instructions
  • Make sure all required documents are completed and submitted
  • Update systems with accurate customer, vehicle, and service details
  • Receive and handle customer concerns such as vehicle issues, tire problems, or service requests
  • Schedule maintenance and repair appointments with vendors
  • Follow up with vendors to check repair progress and completion
  • Conduct regular 10K maintenance follow-ups for assigned vehicles
  • Handle 10K maintenance outreach for stores to ensure timely service coordination
  • Support customers with accident or claim-related concerns
  • Help review vehicle condition reports and assist with damage charges and payment follow-ups
  • Coordinate vehicle returns and assist with impound or towing situations
  • Support requests for vehicle swaps or upgrades
  • Follow up on pending repairs, parts, and service updates
  • Arrange towing services and confirm completion
  • Answer basic rideshare-related questions when needed
  • Communicate daily with customers, vendors, and service providers
  • Follow up on unpaid balances, help set up payment plans, and track payments
  • Keep records organized and ensure all tasks are completed on time

Qualifications Required:

  • Ability to work remotely and manage tasks with minimal supervision
  • Willing to join daily team check-ins for support and updates
  • Comfortable making outbound calls and following up with customers
  • Reliable internet, computer, headset, and phone for work use
  • Strong focus on customer service and problem solving

Education and Experience:

  • High school diploma or equivalent required
  • Additional education in business, communication, or customer service is a plus
  • Experience in customer service, helpdesk support, call center, logistics, automotive, or collections is preferred
  • Experience working with vendors or service providers is a plus

Skills and Abilities:

  • Clear verbal and written communication in English (Spanish is a plus)
  • Friendly, patient, and professional when dealing with customers
  • Ability to handle multiple tasks and follow-ups at the same time
  • Good organization skills and attention to detail
  • Comfortable discussing payments and setting up payment plans
  • Strong problem-solving skills and ability to think ahead
  • Able to work independently while being part of a team
  • Good at tracking tasks, deadlines, and updates
  • Proficiency in CRM systems, spreadsheets, and messaging tools

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