Support Agent
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
This role begins at Tier 0 where agents ramp up to Tier 1 readiness over their first few weeks. The Tier 0 Support Agent independently handles a broad range of contributor support issues including moderately complex and nuanced cases requiring sound judgment investigation and clear communication. This role works cross-functionally to ensure contributors receive accurate timely and thoughtful support while helping identify opportunities to improve workflows and documentation.
This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment.
You Will:
- Resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and best judgment.
- Communicate clearly empathetically and professionally.
- Document investigations actions taken and resolutions thoroughly in Zendesk or equivalent systems.
- Identify issues outside the tiers scope and escalate with clear context and documentation.
- Contribute feedback on workflows macros or documentation to improve efficiency and contributor experience.
- Stay current on relevant process and product updates through the provided resources.
Ideally Youd Have:
- Prior experience in high-volume customer support platform support or similar.
- Experience working remotely with demonstrated ability to manage work independently and prioritize tasks without direct supervision.
- Strong written and verbal English communication skills with the ability to communicate clearly and professionally.
- Familiarity with customer service SaaS tools Slack and Google Workspace.
Working Model & Tools:
- This is an independent contractor role responsible for providing agreed-upon services and deliverables for an estimated six-month term. Continued engagement or potential conversion to full-time employment may be considered at the companys discretion based on performance and business needs.
- Company equipment will be provided during the engagement.
- Collaborates asynchronously with internal teams as needed.
PLEASE NOTE:Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.
About Us:
At Scale our mission is to develop reliable AI systems for the worlds most important decisions. Our products provide the high-quality data and full-stack technologies that power the worlds leading models and help enterprises and governments build deploy and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta Cisco DLA Piper Mayo Clinic Time Inc. the Government of Qatar and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications.
We believe that everyone should be able to bring their whole selves to work which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability status gender identity or Veteran status.
We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability please contact us at Please see the United States Department of Labors Know Your Rights poster for additional information.
We comply with the United States Department of Labors Pay Transparency provision.
PLEASE NOTE: We collect retain and use personal data for our professional business purposes including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants needs provide our services and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our for additional information.
Required Experience:
Unclear Seniority
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
Trusted by world class companies, Scale delivers high quality training data for AI applications such as self-driving cars, mapping, AR/VR, robotics, and more.
