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 fielddevices;
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 seguro, privado y confidencial para comunicar de buena fe posibles incidencias o incumplimientos en el contexto laboral.
Actividades periódicas de participación y conexión entre empleados, promoviendo un entorno de trabajo inclusivo y diverso.
Plan de pensiones con aportaciones de la empresa, para ayudarte a construir tu futuro financiero.
Acceso a seguro médico privado, incluido el reembolso de tratamientos hospitalarios previamente aprobados por la aseguradora.
Beneficios flexibles adaptados a tus necesidades, incluyendo cheques o vales de comida, guardería y transporte, así como opciones de seguro médico para familiares.
Seguro de vida con una amplia cobertura, ofreciendo protección financiera y tranquilidad para ti y tu familia
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital or familial status, sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. **About Cigna Healthcare** Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries...
📌 Remote Support & Success Pro (Contract) - Remote (Madrid)
🏢 Mercor
📍 Madrid