Technical Support Representative

🕒 May 26

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Orum

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Orum is an AI-powered live conversation platform designed to enhance the efficiency and success of sales teams globally. It supports calling into over 160 countries with multi-language AI detection, enabling sales reps to automate outbound calling, find better leads, and engage in more live conversations. Orum provides a comprehensive suite of products including dialers, salesfloor opportunities, coaching, analytics, and integrations with platforms like HubSpot and Salesforce. Its mission is to enable sales teams to increase productivity, streamline operations, and drive more revenue, all while ensuring data protection and privacy adherence.

📋 Description

• Efficiently manage a high-volume, multi-channel ticket queue within our ticketing application while maintaining strong attention to detail. • Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment. • Maintain an average resolution time that aligns to internal SLA while ensuring 100% of active tickets are touched every 24 business hours with a meaningful update. • Work and resolve the majority of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base. • Execute rigorous data capture discipline by gathering critical raw technical data—such as Org IDs, User IDs, timestamps, and reproduction steps—to cleanly document issues. • Perform thorough due diligence and complete required technical templates when escalating unresolved issues. • Proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management. • Build strong cross-functional relationships and collaborate with internal teams to drive timely resolutions and contribute to support team growth.

🎯 Requirements

• 2+ years of experience in Technical Support • Candidates must be based in Mexico - we are not considering candidates in other locations at this time. • Ticketing system experience • Experience troubleshooting software as a service (SaaS) • Experience & Intermediate proficiency with Google Apps suite (i.e. Docs, Sheets, etc) • Live chat, email support channel experience & operating ticket queues • Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ("remote in")

🏖️ Benefits

• Orum Is An Equal Opportunity Employer