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 ProfessionalsType: ContractCompensation: $80–$160/hourLocation: RemoteRole ResponsibilitiesReview 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.QualificationsMust-HaveBachelor's degree (minimum)2+ years of professional experience in a relevant domainStrong proficiency in Excel, PowerPoint, and WordStrong document analysis and review skillsAttention to detail and ability to follow structured guidelinesBased in the United States, Europe, UK or CanadaPurpose of the JobPrimary 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 teamsPrincipal ResponsibilitiesProvide technical supportBuild relationships with customersTest products & softwareDevelop and share knowledgeCoverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolioTransfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins,



webinars.)Language RequirementsFluent in English and Spanish, verbal and in writing.Technical Skills & Specific Knowledge RequiredStrong Customer Service & Technical support skills - ability to quickly gain customers trust and confidence.Degree in Energy, Electrical, Automation, Electronics, IT EngineeringKnowledge of computers, electric & electronic concepts and devicesKnowledge of BMSAn interest in technologyExperience with networks and connectivityStrongly 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 licenseBehavioral Competencies RequiredGrowth and customer focusGets 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 environmentCommunication 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 mindsetFosters teamwork and diversity, knowledge sharing mindsetAttitude to travel and drive (less than 10%)We OfferSalario competitivo,



con revisiones periódicas en función de tu desempeño.Programas de reconocimientoPlataformas 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 protegido, privado y confidencial para comunicar de buena fe posibles incidencias o incumplimientos en el entorno 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 familiaWe 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...#J-18808-Ljbffr

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