Customer Support Agent (Wealth Tech Industry)

Denken Solutions Inc is an IT company with 15 years of experience with offices at California, Canada, India and Mexico, providing IT solutions in the United States.
The role is 100% remote from any location in Mexico. The client is located in the United States, so a fluent English level is required.
Hiring: Prestador de Servicios (Se solicitará factura timbrada por el SAT/ RESICO, Persona Física con Actividades Empresariales, etc)
Labor Days: Mon- Fri from 8:00 AM to 5:00 PM PST
Salary: Up to $30,000 MXN gross
Overview:
The full lifecycle of inbound support requests across clients platform. This role serves as the primary point of contact for advisors, resolving tickets via email, chat, and phone, while acting as the connective tissue between customers and internal product, engineering, and CS teams. The Customer Support Agent is also responsible for maintaining queue hygiene, building out self-serve help documentation, and surfacing recurring issues to the right teams.
Key Responsabilities:
Own the full lifecycle of inbound support tickets from receipt through resolution
Represent the company professionally as the face of the product in every customer interaction
Keep the support queue organized, prioritized, and within SLA targets
Build and maintain help documentation so advisors can self-serve common issues
Identify and escalate recurring patterns to product and engineering teams
Requirements:
2+ years of experience as a Cutomer Support Agent or related position in the FinTech, Wealth Management, Investment Platforms, Banking, or Financial Services industry.
2+ years of experience SaaS application support and troubleshooting software issues.
2+ years of experience Ticket management systems (Zendesk, Intercom, Freshdesk, Jira Service Management, Salesforce Service Cloud).
Experience wtih Hubspot is mandatory.
Proven ability to collaborate with Product and Engineering teams to resolve customer issues and improve the overall support experience.