Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
About the role
- VR Support Specialist responsible for supporting users of a VR platform, aiding participants and caregivers in troubleshooting. The role involves customer interaction and technical support in a hybrid workplace setting.
Responsibilities
- Support the setup and deployment of study systems, including tracking system deliveries and scheduling training calls.
- Act as the first point of contact for all inbound technical support requests from study participants, caregivers, and members of their care team.
- Navigate troubleshooting requests to resolution, and communicate solutions and next steps to both internal and participants in a clear, patient, and accessible manner.
- Write and deliver Bug Logs that clearly details steps to reproduce the bug, the overall impact on system usage, and assign severity level for the issue.
- Work collaboratively with the Research, Community Engagement, and Product teams to ensure that all technical issues are resolved in a timely manner, and relevant feedback is shared and integrated into the product roadmap.
- Manage communications with communities, participants, and families, ensuring we maintain the proactive and responsive delivery time that our brand is known for.
Requirements
- Must-Have Requirements
- Customer service experience as a **first point of contact**.
- Excellent **verbal communication and active listening** skills.
- Ability to clearly explain **technical issues and solutions**.
- Strong **problem-solving and troubleshooting** skills.
- Effective **time management** and task prioritization.
- High **attention to detail** and respect for procedures.
- Comfortable working in a fast-paced environment.
- **Excellent English skills**.
- Positive, service-oriented attitude.
- Nice-to-Have Requirements
- Experience supporting **VR hardware or software**.
- Interest in or knowledge of the **VR or health-tech industry**.
- Experience working with **caregivers, care staff, or aging communities**.
- Startup environment experience.
- Passion for **learning and teaching new technologies**.
Benefits
- 🎄 **Christmas Bonus**: 30 days, to be paid in December.
- 🩺 **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
- 🩹 **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
- 😁 **Dental Insurance**: Always smile with confidence!
- 💼 **Life Insurance**
- 🌴 **Vacation Days**: 12 vacation days.
- + 📅 **Floating Holidays**: 3
- 📱 Cell Phone Reimbursement & Transportation Subsidy.
- 🌐 **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
- 🌍 **Multicultural Exposure**: Work with operations within Mexico and the United States.
- 🎉 **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
- 💸 **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
- 📚 **Academic Agreements**: Access to national universities and language schools.
- 🚀 **Career Growth**: We will search for the best conditions for progressing in your career.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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