Customer Support Expert - Fully Remote | Upto $160/hr

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey .

Position: Customer Support / Success Professionals
Type: Contract
Compensation: $80–$160/hour
Location: Remote

Role Responsibilities

- Review and assess domain-specific documents to ensure quality, accuracy, and relevance.
- Provide structured feedback to improve document standards and evaluation processes.
- Collaborate with teams to enhance service delivery and customer success strategies.
- Utilize strong analytical skills to contribute to high-impact evaluation projects.
- Work independently and asynchronously to meet project deadlines.

Qualifications

Must-Have

- Bachelor's degree (minimum)
- 2+ years of professional experience in a relevant domain
- Strong proficiency in Excel , PowerPoint , and Word
- Strong document analysis and review skills
- Attention to detail and ability to follow structured guidelines
- Based in the United States, Europe, UK or Canada

Purpose of the Job

Primary responsibility is to help customers to solve technical issues (post sales).
Key assignments include:

- Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Developing and maintaining technical Knowledge Base content




- Timely communication to customers with focus on customer service and relationship building.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Principal Responsibilities

- Provide technical support
- Build relationships with customers
- Test products & software
- Develop and share knowledge
- Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio
- Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars.)

Language Requirements

- Fluent in English and Spanish , verbal and in writing.

Technical Skills & Specific Knowledge Required

- Strong Customer Service & Technical support skills - ability to quickly gain customers trust and confidence.
- Degree in Energy, Electrical, Automation, Electronics, IT Engineering
- Knowledge of computers, electric & electronic concepts and devices
- Knowledge of BMS
- An interest in technology
- Experience with networks and connectivity
- Strongly preferred is a selection of the following competencies: Knowledge of HVAC applications; Knowledge about the Niagara technology by Tridium; Knowledge in field devices; Strong problem-solving skills - ability to quickly and correctly assess the impact,



complexity and urgency of problems reported by customers; Driving license

Behavioral Competencies Required

- Growth and customer focus
- Gets results: Proactive and resourcefulAble to drive the activities necessary to bring tasks to conclusion Must be able to multi-task, prioritize and work independently as well as in a Team environment
- Communication skills: Excellent telephone skills Strong listening skills to really understand a customer problem or question Ability to present information clearly and concisely, in verbal and written forms.Ability to communicate and build relationships comfortably with customersExcellent writing skills. Much of the work will be written (email, documentation etc.)
- Champions Change, continuous improvement mindset
- Fosters teamwork and diversity, knowledge sharing mindset
- Attitude to travel and drive (less than 10%)

We Offer

- Salario competitivo, con revisiones periódicas en función de tu desempeño.
- Programas de reconocimiento
- Plataformas de formación internas y externas para impulsar tu aprendizaje y desarrollo profesional.
- Redes globales de empleados que te permitirán conectar, compartir experiencias y seguir creciendo profesionalmente.
- Programa de Asistencia al Empleado (EAP): servicio gratuito y confidencial de apoyo ante situaciones relacionadas con el trabajo, la vida personal o asuntos familiares.
- Línea de Integridad: canal confiable, privado y confidencial para comunicar de buena fe posibles incidencias o incumplimientos en el entorno laboral.
- Actividades periódicas de participación y conexión entre empl

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