Ingenieroa de Soporte Técnico - Support Engineer [English Required]

Customer service is a key part of Rvere's mission to create the best possible experience for our clients. As a support engineer, you will be focused on preventing and solving problems while delighting our customers.

This role requires excellent English communication skills and a strong level of empathy. Experience with front-end development using HTML, CSS, and JS is also needed. Experience developing on Shopify is not required but is a plus.

Your schedule will be 10am - 6pm, Monday to Friday. In a typical day, you will be answering customer requests by email as they come in. When not helping customers, you will be working on development tasks or creating help documentation.

Tasks

• Assist customers with technical customer service questions and requests by email.
• Optimize HTML, CSS, JS, and Liquid to improve website loading times.
• Fix HTML, CSS, JS, and Liquid bugs on client websites.
• Resolve merge errors using Git and Bash.
• Document issues and their solutions.

Qualifications

Communication Skills:

• Excellent written language proficiency in English.
• Excellent communication skills in written English.
• Ability to communicate correctly and clearly with all customers.
• Excellent documentation skills.
• Good comprehension skills – ability to clearly understand and state the issues customers present.
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response.
• Work successfully in a team environment as well as independently.

Software Engineering Skills:

• Expertise in HTML, CSS, and client-side JavaScript. Liquid experience is a plus.
• Ability to quickly diagnose and resolve functionality and styling issues in front-end code.
• Proficiency with Git and Bash command line.
• Knowledge of web performance techniques like caching, lazy loading, and pre-fetching is a plus.

Customer Focus:

• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment.
• Ability to empathize with and prioritize customer needs.
• Demonstrates interpersonal skills with a diverse customer base.
• Demonstrates conflict resolution, negotiation, and de-escalation skills.
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary.
• Ability to determine customer needs and provide appropriate solutions.
• Maintain regular and reliable attendance, including the daily schedule as assigned.

Problem-Solving Skills:

• Effective problem-solving skills including decision-making, time management, and immediate prioritization of tasks as assigned.
• Ability to approach problems logically and rationally.
• Action-oriented and self-disciplined.
• Organized and detail-oriented.
• Ability to quickly and effectively prioritize work time in various departments to meet business needs.
• Ability to maintain composure in highly escalated situations.

Compensation

• Salary of 18,000 - 25,000 MXN per month depending on experience and training.
• 15 days of vacation per year.