<div><b>Orum Customer Support Team’s Mission</b><span> is to inform, assist, and guide customers through the power of unparalleled customer service. Our responsive and knowledgeable representatives drive customer loyalty through providing effortless support experiences and delivering swift, holistic, and lasting resolutions.</span></div><div><br /></div><div><b>Operate above the line</b><span> - we take ownership, seek solutions, and lean into tough conversations.</span></div><div><b>Active listeners</b><span> -  we ask questions and look for underlying concerns that connect to a larger customer need</span></div><div><span>Dedicated to the Mission - we provide constant updates and deliver swift resolutions.</span></div><div><b>Ambassador </b><span>- we represent Orum to our customers and leverage cross-functional relationships to ensure feedback is delivered and heard.</span></div><div><b>Technical and industry experts </b><span>- we master the product, integrations, sales techniques, and trending strategies.</span></div><div><br /></div><div><span>The Technical Support Representative will be responsible for executing a support system that is designed to be as effortless as possible for our customers.  </span></div><div><br /></div><div><b>Salary: </b><span>The base salary range is</span><b> </b><span>up to $700,000 MXN. If youre selected, well make an offer that matches the experience youre coming with. </span></div><h3>What Youll Do:</h3><ul><li>Efficiently operate a high-volume, multi-channel ticket queue, handling complex cases that may take a month or more to resolve.</li><li>Serve as an escalation point for intricate support requests, troubleshooting complex integrations and sophisticated software setups.</li><li>Build cross-functional relationships and apply advanced time management skills to achieve Key Performance Indicators.</li><li>Provide holistic solutions to fully resolve support requests, anticipating downstream impacts for seamless, world-class customer support.</li><li>Master Orum’s product suite and its integrated technologies, becoming a go-to resource for both customers and internal teams.</li><li>Create and update knowledge base content to empower self-service options for internal and external users.</li><li>Critically evaluate and improve support processes to enhance best practices and elevate the effortless customer experience.</li><li>Contribute to the growth of the support team by participating in training, coaching, and mentorship.</li></ul><h3>What Were Looking For:</h3><ul><li>2+ years of experience in Technical Support</li><li>Zendesk/FreshDesk experience</li><li>Experience troubleshooting software as a service (SaaS)</li><li>Experience &amp; Intermediate proficiency with Google Apps suite (ie Docs, Sheets, etc)</li><li>Live chat, email support channel experience &amp; operating ticket queues</li><li>Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting (remote in)</li></ul><h3>Bonus:</h3><ul><li>Experience contributing to the knowledge base </li><li>Experience troubleshooting complex software integrations / Troubleshooting APIs</li><li>Experience serving as an escalation point for complex tickets or troubleshooting</li><li>Salesforce Sales App/Account Object experience </li><li>Troubleshooting experience with telephony, VoiP, Networking </li><li>Windows or Mac admin experience</li><li>Proficiency in writing and optimizing complex SQL queries.</li><li>Experience with any of our integrations: Outreach, SalesLoft, HubSpot</li></ul><div><b>Benefits</b></div><div>✨ Flexibility to work anywhere in Mexico</div><div>✨ Flexible Vacation Policy</div><div>✨ Meaningful stock options in Orum</div><div>✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)</div><div>✨ 100% coverage for employees and dependents for healthcare, dental, and vision insurance plans</div><div>✨ Maternity + Paternity leave</div><div>✨ $1k equipment reimbursement for work-related items thats yours to keep</div><div>✨ Company retreats and meetups for all employees to connect in person</div><div>✨ Company ERG - Women Of Orum (WOO)</div>