Product Support Specialist I

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Due to business and compliance requirements, this position is open only to candidates residing in MEXICO. Applications from candidates located outside this region will not be reviewed.

About the role

We're growing our support team and looking for someone based in Mexico to cover our afternoon-to-close shift (10:00 am – 7:00 pm Central Time, US Time). You'll join a distributed team of specialists who keep our e-billing platform running smoothly for customers across North America. This is a fully remote, tier-one role — meaning you'll be the first voice customers hear when something goes wrong, and the person who makes it right.
You'll work in a team that blends independent focus with genuine collaboration. The position combines autonomous case management with regular team collaboration, including customer video calls and cross-team knowledge sharing

What you'll do

•    Handle up to eight new cases per day across email, phone, chat, and a self-service portal — most issues are transactional and solvable in one or two steps.
•    Take inbound phone calls in English, troubleshoot live, and occasionally jump on a quick video call to see the customer's screen and resolve the issue together.
•    Learn our e-billing application end-to-end; once you've built that product knowledge, you'll be certified to administer the platform directly — a real expansion of responsibility.
•    Log every interaction clearly in Salesforce, keeping case records accurate and easy for the whole team to follow.
•    Prioritise cases by SLA and severity, communicate workarounds when needed, and flag patterns that the team should know about.
•    Participate in our after-hours on-call rotation (frequency shared during interviews).
•    Contribute to a team culture that's still finding its rhythm — we want people who ask questions, share knowledge, and look out for each other.

What we're looking for

Must-haves

•    Fluent English — written and spoken. You'll be writing professional responses to customers every day; we do include a short written assessment as part of the interview process.
•    At least one year of experience in a customer-facing role, ideally one that involved phone or live support in English.
•    Solid written communication skills — clear, professional, and accurate without needing a template for every message.
•    Comfortable working independently and managing your own queue without close supervision.
•    Detail-oriented: you notice the small things that make a case make sense.
•    Honest and straightforward — we're a close-knit remote team and trust matters a lot to us.
Nice-to-haves

•    Experience with Salesforce or any ticketing/CRM system (we can train the right person from scratch).
•    Bilingual Spanish/English — it's a genuine advantage when a customer needs it.
•    Basic Microsoft Excel skills.
•    Familiarity with Windows OS and Microsoft Office.

A note on schedule

This role was created specifically to cover 10:00 am – 7:00 pm US Central Time. If that window doesn't work for you, this probably isn't the right fit — but we'd encourage you to keep an eye out for future openings.

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.