Customer Service Representative
Salvo Software · Guadalajara
We are looking for a Customer Service Representative to join our team and support an automotive technology product used in the United States.
Our client develops an automotive diagnostic device connected to a mobile app, allowing users to access real-time vehicle information, report issues, and receive support directly from their smartphones. As a CSR, you will play a key role in this experience by helping users understand what’s happening with their vehicle and guiding them through the next steps.
This is NOT a sales role. It is a customer support position, focused on handling calls, creating tickets, providing follow-ups, and resolving issues.
100% on-site position at WeWork – Av. Las Américas, Country Club.
Responsibilities
- Serve as the first point of contact for U.S.-based users via phone, email, and chat
- Assist customers when there is an issue with their vehicle or diagnostic device
- Resolve issues during the call when possible; otherwise, create and manage tickets for other teams
- Clearly explain next steps and follow up with users until resolution
- Document interactions and feedback in the CRM system
- Collaborate with technical and support teams to resolve complex cases
- Provide product guidance and onboarding support when needed
- Share customer insights to help improve the product and support processes
Requirements
- 3+ years of experience in customer service or customer support
- Experience supporting U.S.-based customers (preferred)
- Strong communication and problem-solving skills
- Comfortable handling calls and explaining technical or product-related topics
- Experience using CRM or ticketing systems
- Strong organizational skills, attention to detail, and ability to multitask
- Availability to work on-site at WeWork (Av. Las Américas, Country Club)
- Open to a contractor arrangement (initially without benefits)
- Occasional schedule flexibility if required
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