Customer Support Representative

We are looking for an analytical and service-oriented Customer Support Analyst to join our team in Mexicali. This role is ideal for a detail-driven individual who is eager to learn and is comfortable working with Excel or Access to manage and interpret customer-related data. The ideal candidate will support customer satisfaction, coordinating with internal departments to ensure proper and timely communication.

Key Responsibilities:

• Attend and solve customer queries through different channels, timely and reliably.
• Analyze customer service data to identify patterns, recurring issues, and improvement opportunities.
• Coordinate with cross-functional teams including Sales, Operations, Quality, and IT to support issue resolution and improve customer experience.
• Support root cause analysis for service failures and contribute to corrective action planning.
• Create and maintain reports using Microsoft Excel (pivot tables, charts, formulas) and Microsoft Access to track service metrics and customer feedback.
• Work closely with customer support agents and escalate issues as needed, ensuring timely and accurate resolution.
• Help maintain and update knowledge base articles and customer service process documentation.
• Aid in developing and maintaining standard operating procedures (SOPs).
• Assist in onboarding and training support personnel on tools and processes, when necessary.
• Learn and adapt quickly to new tools, platforms, and customer service procedures.