Product Support Associate - Mexico

Are you someone who loves solving puzzles, thrives on helping others, and wants to make a real impact from the comfort of your home in Mexico? We're on the hunt for a brilliant Product Support Associate to join Teton, a company that's revolutionizing healthcare with cutting-edge AI. This isn't just another support role; you'll be the friendly, expert voice on the front lines, ensuring our healthcare partners get the swift, effective assistance they need to keep delivering exceptional patient care. If you're ready to jump into an innovative, fully remote environment and become a crucial part of our customer success journey, let's talk!

About Teton

Teton is pioneering the future of healthcare technology. We're building the foundational data layer for the point of care, leveraging real-time, multimodal AI to create a digital twin of patients and their care environments. Our proprietary computer vision system empowers staff to automate documentation, proactively manage resident acuity, and streamline workflows across entire facilities. We provide unprecedented access to real-time data insights, giving healthcare providers actionable intelligence to enhance decision-making and elevate care delivery every single day.

Overview of the Role

As a Product Support Associate at Teton, you will be a vital member of our Customer Success organization, providing Tier 1 support. You'll serve as our initial point of contact for customer inquiries, adeptly monitoring support channels, triaging incoming issues, and either resolving them directly or swiftly routing them to the appropriate team. This role is crucial for ensuring our Customer Success Managers can concentrate on building strong client relationships and achieving outcomes, rather than being diverted by operational issues. We are specifically looking for associates based in time zones that complement US coverage hours, allowing us to deliver comprehensive, round-the-clock support as a global, remote team.

Key Responsibilities

Be the primary point of contact for incoming support requests, ensuring a prompt and professional first response.
Monitor various support channels, including ticketing systems and communication platforms, with diligence and attention.
Efficiently triage and categorize support issues, determining severity and impact to prioritize responses.
Provide clear, concise, and helpful resolutions for common technical and product inquiries.
Escalate complex or unresolved issues to Tier 2 support or relevant internal teams with detailed summaries.
Collaborate closely with Customer Success Managers, Product, and Engineering teams to ensure seamless issue resolution.
Document all support interactions and solutions accurately within our knowledge base and CRM.
Contribute to the continuous improvement of our support processes and customer-facing resources.

Requirements

Located in Mexico, with a strong understanding of time zones to effectively complement US support hours.
Proven experience in a customer support, technical support, or help desk role, ideally in a SaaS or technology environment.
Exceptional communication skills, both written and verbal, with a keen ability to explain technical concepts clearly.
A natural problem-solver with strong analytical skills and an organized approach to troubleshooting.
High level of empathy and patience, committed to providing an outstanding customer experience.
Proficiency with support ticketing systems and CRM software.
Ability to work independently in a fully remote setting, managing time effectively and proactively.
Fluency in English is essential; Spanish proficiency is a significant advantage.
A genuine interest in healthcare technology and a desire to make a positive impact.

What You'll Gain

The chance to be part of a pioneering company transforming healthcare with innovative AI solutions.
A fully remote work environment, offering flexibility and work-life balance from anywhere in Mexico.
Direct impact on customer satisfaction and the success of our healthcare partners.
Opportunities for professional growth and skill development within a fast-paced, supportive team.
Collaborate with a diverse, talented, and passionate group of individuals across different disciplines.
A competitive compensation package (15-25K USD) aligned with your skills and contributions.