Customer Service Representative

We are seeking a dedicated, part-time customer service representative to join our team. You will be the first point of contact for customers who use our unique hardware product, which connects to TVs via HDMI and supports auto-play through HDMI-CEC technology. The device works in pass-through mode, allowing users to manage their TV source through our system easily. Our product also includes a web and mobile component, supporting various user types: caregivers, care receivers, and family members.

Responsibilities:

• Assist new users with the correct installation of the hardware.
• Guide customers through product configuration and setup.
• Provide introductory walkthroughs for new users.
• Respond to customer inquiries via Intercom (real-time chat and email) and phone support.
• Troubleshoot issues related to hardware, software, and user experience.
• Handle billing and account-related questions.
• Collaborate with internal teams to escalate and resolve complex issues.

Requirements

• Fluent in English (spoken and written).

• Previous customer service experience, preferably in tech or hardware-related products

• Comfortable handling real-time chat, email, and phone support.

• Ability to explain technical concepts clearly to non-technical users.

• Strong troubleshooting skills, particularly related to hardware, software, and network setups.

• Patient, empathetic, and detail-oriented.

Bonus Skills: Familiarity with HDMI and TV setups, especially with HDMI-CEC technology.
Experience with mobile and web-based platforms.
If you're passionate about helping people and solving problems, we'd love to have you on board!

Benefits

Awesome Benefits for Our Team! 🚀✨

• 🎄 Christmas Bonus: 30 days, to be paid in December.
• 🩺 Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• 🩹 Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• 😁 Dental Insurance: Always smile with confidence!
• 💼 Life Insurance: (Death and MXN Disability)
• 🌴 Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + 📅 Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• 📱 Cell Phone Reimbursement & Transportation Subsidy.
• 🌐 Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• 🌍 Multicultural Exposure: Work with operations within Mexico and United Satates.
• 🎉 MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• 💸 Exclusive Discounts: Benefits with different companies for being part of MezTal.
• 📚 Academic Agreements: Access to national universities and language schools.
• 🚀 Career Growth: We will search the best conditions for progressing in your career.