Junior Customer Support

About the Role    As a   Junior Customer Support   , you will be the frontline support for our users and administrators. Through phone, email, and web chat, you’ll troubleshoot issues, strengthen customer relationships, and ensure a positive experience with our products.
Joining our team means learning the foundations of our business model, gaining exposure to cross-functional teams, and developing valuable, transferable skills within the SaaS industry.

What You’ll Do
Respond to and resolve customer inquiries of varying complexity within established SLAs.
Deliver a positive, customer-centric approach to issue resolution.
Manage and document customer cases, updates, and tasks in our ticketing system.
Review and process customer forms and documentation.
Serve as a   Subject Matter Expert (SME)  for designated products and support processes.
Collaborate with Product, Customer Success, Account Management, and other internal teams.
Bring ideas to the table to improve processes and enhance the customer experience.

What We’re Looking For
1–3 years of experience in customer support (preferably in B2B or SaaS environments).
Advanced English communication skills (written and verbal) — required.
Exceptional communication and the ability to simplify technical or complex concepts.
Advanced/Bilingual English   level.
Fluency in   French and/or Spanish   is a strong plus (read, speak, write).

Experience with   Zendesk   or similar ticketing platforms is a plus.
Positive, adaptable attitude with an enthusiastic presence.
Strong organizational skills and high attention to detail.
Ability to prioritize tasks and work with a sense of urgency under tight deadlines.
Team-oriented mindset with a willingness to support tasks of any size.
Creative, analytical problem-solving approach.
Proficiency in Microsoft Office Suite.

Why Join Us
Be part of a growing SaaS company with real opportunities to learn and advance.
Work closely with a collaborative and supportive team.
Make a meaningful impact on the daily experience of thousands of users.
Gain exposure to cross-functional teams and develop skills that grow with your career.
Hybrid work model based in   Guadalajara   .

About Global Logic
Global Logic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.

Benefits
12 vacation days (50% paid)
Major medical insurance + life insurance
30 days of year-end bonus (Aguinaldo)
13% savings fund
Grocery + restaurant vouchers
Gym Pass