Customer Support Specialist LATAM

Responsibilities

• Diagnose and triage complex technical issues reported by customers or escalated by agents
• Act as the primary technical escalation point for the Brazil and LATAM markets
• Manage incident queues using Jira to ensure SLAs, CSAT, and quality standards are met
• Perform technical investigations to distinguish between software bugs and configuration errors
• Maintain strong client relationships during complex troubleshooting processes
• Consolidate knowledge base documentation to improve first-level resolution and internal training

Requirements

• 1+ years of experience in a technical support or customer support role, preferably within the SaaS industry
• Native or fluent Spanish and fluent English
• Proven experience using ticketing systems such as Jira, Zendesk, or HubSpot
• Strong understanding of Support KPIs including SLAs, CSAT, and Ticket Aging
• Ability to communicate complex technical details to non-technical stakeholders
• Currently based in Mexico and available to work in a hybrid model from the local office

Preferred Qualifications

• Proficiency in Portuguese to support the Brazilian market

Benefits

• Hybrid work model and short Fridays
• Major medical insurance, nutrition, and therapy support
• Grocery vouchers and office snacks
• Wellhub (Gympass) access
• Multicultural environment with language exchange opportunities

About the Company

Factorial is an all-in-one HR software company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize employee data, and make better business decisions. We serve thousands of clients in more than 60 countries with a diverse team of over 900 people across Barcelona, Brazil, Mexico, and the US.