Customer Support Representative

Pellera – Customer Support Agent

Job Title

Customer Support Agent

Location

Puebla

Employment Type

Full-Time

About Pellera

Pellera is looking for a dedicated and customer-focused Customer Support Agent to join our growing team. The ideal candidate will be responsible for delivering exceptional customer service through phone, email, and ticket-based support while ensuring timely issue resolution and maintaining high service standards.

If you are a proactive professional with excellent communication skills and the ability to thrive in a fast-paced environment, we would love to hear from you.

Position Overview

The Customer Support Agent is responsible for providing quality and efficient customer support through inbound calls, emails, and ticket management. This role involves troubleshooting customer issues, documenting requests accurately, following operational procedures, and collaborating with internal teams to ensure a seamless customer experience.

Key Responsibilities

- Maintain daily communication with the team and consistently achieve productivity standards.
- Receive incoming customer calls and emails and create support tickets for customer requests.
- Respond to high and critical priority tickets/projects in accordance with standard operating procedures.
- Serve as the initial responder within the hosted environment by identifying, documenting, and escalating issues appropriately.
- Assist management with daily Customer Support Center operations including staffing coordination, training support, scheduling, and recognition initiatives.
- Provide remote support using telephone and remote-access support tools.
- Process vendor deliveries and scan/maintain packing slips and related documentation.
- Communicate professionally with customers through both verbal and written channels.
- Create, update, and manage the complete lifecycle of support tickets within the company ticketing system.
- Utilize Work Instruction (WI) documents and internal knowledge resources to ensure process compliance.
- Handle escalations in a professional, consistent, and solution-oriented manner.
- Adhere to the Customer Support Center Operations Manual and company policies.
- Collaborate effectively with cross-functional teams to ensure timely issue resolution and customer satisfaction.

Professional

Skills & Qualifications

- Fluent English communication skills (both verbal and written) are required.
- Self-motivated, disciplined, and detail-oriented.
- Strong stakeholder relationship management skills.
- Excellent investigative and analytical abilities.
- Strong communication and presentation skills with the ability to work in a highly collaborative environment.
- Ability to think creatively and analytically in a problem-solving environment.
- Capable of managing multiple priorities in a high-pressure environment.
- Strong customer service mindset with a professional and positive attitude.
- Ability to work independently as well as part of a team.

Preferred Qualifications

- Prior experience in customer support, help desk, call center, or technical support roles preferred.
- Familiarity with ticketing systems and remote support tools is an advantage.
- Basic understanding of IT support processes and customer service operations preferred.

Why Join Pellera?

- Opportunity to work in a collaborative and fast-growing environment.
- Professional development and learning opportunities.
- Supportive team culture focused on growth and success.
- Exposure to dynamic customer support operations and technologies.