Technical Support Representative (Mexico) at Orum

Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

2+ years of experience in Technical Support
Zendesk/FreshDesk experience
Experience troubleshooting software as a service (SaaS)
Intermediate proficiency with Google Apps suite (ie Docs, Sheets, etc)
Live chat, email support channel experience & operating ticket queues
Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ("remote in")
Nice To Have
Experience contributing to the knowledge base
Experience troubleshooting complex software integrations / Troubleshooting APIs
Experience serving as an escalation point for complex tickets or troubleshooting
Salesforce Sales App/Account Object experience
Troubleshooting experience with telephony, VoiP, Networking
Windows or Mac admin experience
Proficiency in writing and optimizing complex SQL queries
Experience with any of our integrations: Outreach, SalesLoft, HubSpot

Responsibilities

Efficiently operate a high-volume, multi-channel ticket queue, handling complex cases that may take a month or more to resolve
Serve as an escalation point for intricate support requests, troubleshooting complex integrations and sophisticated software setups
Build cross-functional relationships and apply advanced time management skills to achieve Key Performance Indicators
Provide holistic solutions to fully resolve support requests, anticipating downstream impacts for seamless, world-class customer support
Master Orum’s product suite and its integrated technologies, becoming a go-to resource for both customers and internal teams
Create and update knowledge base content to empower self-service options for internal and external users
Critically evaluate and improve support processes to enhance best practices and elevate the effortless customer experience
Contribute to the growth of the support team by participating in training, coaching, and mentorship

Skills

Key technologies and capabilities for this role

Customer ServiceTechnical SupportProduct KnowledgeIntegrationsSales TechniquesTroubleshootingActive Listening

Questions & Answers

Common questions about this position

What is the salary range for the Technical Support Representative position?

The base salary range is up to $700,000 MXN, and if selected, an offer will match the candidate's experience.

Is this position remote?

Yes, this is a remote-first position.

What key skills are required for this role?

Key skills include troubleshooting complex integrations and software setups, mastering Orum’s product suite and technologies, advanced time management, and building cross-functional relationships.

What is the company culture like at Orum?

Orum emphasizes a remote-first community, operating above the line by taking ownership and seeking solutions, active listening, dedication to the mission, ambassadorship, and expertise in technical and industry knowledge.

What makes a strong candidate for this Technical Support Representative role?

Strong candidates have experience handling high-volume multi-channel support, resolving complex long-term cases, building cross-functional relationships, and a passion for mastering products and improving processes.

Orum

Automates outbound calling for sales teams

About Orum

Orum provides a platform that simplifies outbound calling for inside sales teams. It uses AI technology to automate tasks like detecting voicemails, filtering out bad numbers, and navigating phone directories, allowing sales representatives to focus on having live conversations with potential clients. The system enables users to call multiple numbers at once and automatically records call outcomes in their CRM, which saves time and increases the number of interactions. Orum integrates with popular CRM and sales tools such as Salesforce, Outreach, and SalesLoft, creating a seamless workflow for sales teams. The platform is designed to help inside sales teams across various industries enhance their outreach and improve sales performance, operating on a subscription-based model that offers different service tiers.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$49.6MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise SoftwareIndustries

51-200Employees

Benefits

Competitive salary & equity

Top-notch health benefits

Unlimited PTO

Company & team retreats

401k & financial planning

Office setup budget

Risks

Emerging AI-powered dialer platforms may threaten Orum's market share.

Rapid AI advancements could render Orum's offerings obsolete without innovation.

Potential regulatory changes may hinder Orum's global expansion efforts.

Differentiation

Orum automates outbound calls, enhancing efficiency for inside sales teams.

Seamless integration with Salesforce, Outreach, and SalesLoft streamlines sales workflows.

ISO 27701 certification underscores Orum's commitment to data privacy and security.

Upsides

Growing demand for AI-driven sales solutions boosts Orum's market potential.

Remote work trends increase need for efficient outbound calling solutions like Orum.

Orum's automation of call dispositions aligns with sales process optimization trends.

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