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Coherent Solutions Logo Coherent Solutions · IT - Administration

Customer Support Specialist

Mexico · Job Posted March 19, 2026
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Job Description

As a Customer Support Specialist, you will be a key part of making sure that we can keep delivering high-quality support to the customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one.

Job Responsibility

  • Help customers solve problems in the platform and keep them updated on ticket progress
  • Use internal tools to troubleshoot customer reported tickets
  • Translate technical details from our development teams into non-technical language that the customers can understand
  • Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate
  • Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting
  • Accept requests for Technical Resource assistance from the Customer Support Analysts on your team
  • Work side-by-side with the development teams of our Connex, CIS, API and Insights product teams to research and resolve customer reported issues
  • Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted

Requirements

  • 3-5 years of remote application support experience
  • 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable
  • Knowledge of Java (basic), JavaScript (basic), Python (intermediate), SQL (advanced), JSON (intermediate), and XML (basic)
  • An understanding of Rest APIs, including the ability to troubleshoot
  • Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony to the extent that you can determine if tickets logged are an issue with the POS configuration or our Connex POS integration software
  • Able to work in fast paced environment with multiple competing priorities
  • Ability to prioritize tasks independently based on understanding business impact for the customer
  • Bachelors Degree in Computer Science, Information Technology or similar
  • Excellent interpersonal and communication skills (written and verbal)
  • Knowledge of English from Upper-Intermediate

Nice to have

  • Experience working with a distributed/remote team across multiple time zones
  • Ability to successfully complete tasks within Coalesce or any similar data transformation solution for Snowflake
  • Completion of Snowflake Learning Path(s): Data Engineer SQL and/or Data Analyst
  • Experience with Jira, Confluence, and Zendesk
  • Familiarity with AWS and Airtable
  • Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks
  • Able to troubleshooting networking and communication protocols
  • Experience supporting restaurant, convenience store, or grocery industry verticals

What we offer

  • Technical and non-technical training for professional and personal growth
  • Internal conferences and meetups to learn from industry experts
  • Support and mentorship from an experienced employee to help you professional grow and development
  • Internal startup incubator
  • Health insurance
  • English courses
  • Sports activities to promote a healthy lifestyle
  • Flexible work options, including remote and hybrid opportunities
  • Referral program for bringing in new talent
  • Work anniversary program and additional vacation days
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