Technical Support Specialist II

📍 Job Overview

• Job Title: Technical Support Specialist II
• Company: TigerConnect
• Location: Hybrid - Mexico City, Mexico
• Job Type: Full-Time
• Category: Customer Support / Technical Support
• Date Posted: 2025-03-05
• Experience Level: Entry to Mid-Level (0-2 years)
• Remote Status: Hybrid (3 days in-office)

🚀 Role Summary

TigerConnect is seeking a bright and energetic Technical Support Specialist II to join their team. This role offers an exceptional opportunity for recent graduates or experienced professionals to kickstart their career in the tech industry. As the primary technical contact, you'll gain hands-on experience managing Tier 1 support tickets and escalations for their strategic enterprise clients. This is a hybrid position, working from their offices in the Reforma area of Mexico City, Mexico, 3 times a week.

📝 Enhancement Note: This role provides a unique opportunity to gain practical experience in technical support, customer service, and problem-solving within a dynamic, fast-growing healthcare tech company.

💻 Primary Responsibilities

• Customer Support: Act as the first point of contact, responding to a high volume of support tickets via email, phone, and chat. Exceed customer expectations by providing timely responses and creating a positive experience.
• Troubleshooting & Escalation: Get hands-on experience by owning support escalations and bugs – troubleshooting, gathering facts, and replicating issues before escalating to R&D. Prioritize urgent requests by responding to them in adherence to their SLAs.
• General Support Inquiries: Assist customers with general support inquiries, including login, user management, messaging, and settings requests.
• Record Keeping: Maintain meticulous records of troubleshooting efforts in Salesforce, gaining practical experience with these platforms.
• Knowledge Base Contribution: Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues.
• Subject Matter Expertise: Aim to become a Subject Matter Expert across all their advanced premium features and API integrations.
• Special Projects: Take on special projects and additional duties as needed, providing variety in your role.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred, but not required.

Experience: 1-3 years of relevant experience in technical support, customer service, or a related role.

Required Skills:

• Excellent written and verbal communication skills – able to communicate effectively with both technical and non-technical customers
• Exceptional multitasking, organizational, and time management skills, with a keen attention to detail
• A proactive approach to problem-solving, backed by data and informed decisions
• Familiarity with API and webhook integrations, or a keen interest to learn
• Flexibility to work variable schedules as necessary, including on-call rotations or weekend shifts

Preferred Skills:

• Experience with Salesforce or similar CRM platforms
• Familiarity with healthcare software or systems
• Knowledge of Spanish (both written and spoken) for better communication with local customers

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between MXN 45,000 and MXN 60,000 per month, based on industry standards for entry to mid-level technical support roles in Mexico City. This estimate is inclusive of benefits and may vary depending on the candidate's qualifications and experience.

Benefits:

• Private medical, dental, vision, and life insurance coverage for you and your family
• Wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
• Savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
• Flexible time off program, giving you extra time to enjoy the things you love
• Join a mission-driven team committed to making a real impact in the world of healthcare

🎯 Team & Company Context

🏢 Company Culture

Industry: TigerConnect is a healthcare technology company, transforming healthcare with its industry-leading clinical collaboration platform.

Company Size: With over 8,000 healthcare organizations relying on their solutions, TigerConnect is a well-established company with a dynamic and growing team.

Founded: TigerConnect was founded in 2010 and has since grown to become a leader in clinical communication and collaboration.

Team Structure:

• The technical support team consists of dedicated professionals responsible for managing Tier 1 support tickets and escalations.
• The team works closely with R&D to ensure customer issues are resolved efficiently and effectively.

Development Methodology:

• TigerConnect follows Agile methodologies, with a focus on continuous improvement and customer satisfaction.
• The team uses Salesforce to manage support tickets and track customer issues.

Company Website: TigerConnect

📝 Enhancement Note: TigerConnect values diversity and is an equal opportunity employer. They do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level position, offering a unique opportunity for recent graduates or experienced professionals to gain practical experience in technical support and customer service within a dynamic, fast-growing healthcare tech company.

Reporting Structure: The Technical Support Specialist II reports directly to the Manager of Technical Support.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of TigerConnect's products and services. By providing exceptional customer support and resolving technical issues, the Technical Support Specialist II contributes to the company's mission of transforming healthcare with its clinical collaboration platform.

Growth Opportunities:

• Career Progression: With experience and demonstrated success, Technical Support Specialists can progress to Senior Technical Support Specialist or Team Lead roles.
• Skill Development: This role offers the opportunity to gain practical experience in technical support, customer service, and problem-solving, as well as exposure to API integrations and healthcare software systems.
• Leadership Potential: As the team grows, there may be opportunities for Technical Support Specialists to take on leadership roles, mentoring new team members, and driving process improvements.

🌐 Work Environment

Office Type: TigerConnect's office is located in the prime Reforma area of Mexico City, offering a modern and collaborative workspace for their teams.

Office Location(s): Mexico City, Mexico

Workspace Context:

• The technical support team works in an open, collaborative environment, with easy access to the tools and resources they need to succeed.
• The office is equipped with multiple monitors and testing devices to ensure optimal performance and productivity.
• TigerConnect encourages cross-functional collaboration between teams, fostering a culture of knowledge sharing and continuous learning.

Work Schedule: This is a hybrid position, working from the office 3 days a week, with flexibility for deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: TigerConnect's hybrid work arrangement offers the best of both worlds – the opportunity to work from home and enjoy the benefits of an in-office environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
2. Technical Assessment: A hands-on assessment of your technical support skills, including troubleshooting exercises and scenario-based questions.
3. Final Interview: A face-to-face or video interview with the hiring manager to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on your technical support skills, including troubleshooting, problem-solving, and communication techniques.
• Familiarize yourself with API integrations and webhook concepts, as well as basic healthcare software systems.
• Prepare for scenario-based questions that test your ability to handle customer support situations effectively and efficiently.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: TigerConnect values candidates who are proactive, resourceful, and committed to providing exceptional customer support. Highlight these qualities in your application and interview preparation.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: (N/A for this role)

Collaboration Style:

• TigerConnect fosters a collaborative work environment, with a focus on cross-functional teamwork and knowledge sharing.
• The technical support team works closely with R&D to ensure customer issues are resolved efficiently and effectively.
• TigerConnect encourages a culture of continuous learning and improvement, with regular training and development opportunities.

📝 Enhancement Note: TigerConnect's collaborative culture offers an ideal environment for recent graduates or experienced professionals looking to grow and develop their skills in technical support and customer service.

🌐 Challenges & Growth Opportunities

Technical Challenges:

• Managing a high volume of support tickets and ensuring timely responses to customers.
• Troubleshooting complex technical issues and escalating them to R&D as needed.
• Staying up-to-date with TigerConnect's advanced premium features and API integrations.

Learning & Development Opportunities:

• Gaining practical experience in technical support, customer service, and problem-solving.
• Developing expertise in API integrations and healthcare software systems.
• Expanding your knowledge of the healthcare industry and its unique challenges and opportunities.

📝 Enhancement Note: TigerConnect's dynamic and growing team offers ample opportunities for learning and development, with a focus on continuous improvement and customer satisfaction.

💡 Interview Preparation

Technical Questions:

• Customer Support: Prepare for scenario-based questions that test your ability to handle customer support situations effectively and efficiently.
• Troubleshooting: Brush up on your troubleshooting skills, including identifying and resolving technical issues, and be prepared to walk through your thought process.
• API Integrations: Familiarize yourself with API integrations and webhook concepts, as well as basic healthcare software systems.

Company & Culture Questions:

• Research TigerConnect's mission, values, and products to demonstrate your understanding of the company and its role in the healthcare industry.
• Prepare questions about the team, work environment, and growth opportunities to show your interest in the role and the company.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: TigerConnect values candidates who are proactive, resourceful, and committed to providing exceptional customer support. Highlight these qualities in your application and interview preparation.

📌 Application Steps

To apply for this Technical Support Specialist II position at TigerConnect:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your relevant experience in technical support, customer service, or a related role.
3. Prepare for the phone/video screen by practicing your communication skills and reviewing the job description.
4. Research TigerConnect's mission, values, and products to demonstrate your understanding of the company and its role in the healthcare industry.
5. Prepare for the technical assessment by brushing up on your technical support skills, including troubleshooting, problem-solving, and communication techniques.
6. Prepare for the final interview by considering your career goals and how this role can help you achieve them.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with TigerConnect before making application decisions.