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Analista De Soporte - Latam (México)

omnibees

Remoto MX
Uncategorized

Job Score

90 pts
Remote model (+90)

Analista de Soporte – LATAM / México

Responsabilidades y funciones

🎯 Tu rutina de trabajo será:

  • Atención: Responder a solicitudes de clientes vía teléfono, correo electrónico y chat, siguiendo guiones y lineamientos predefinidos (complejidad media/alta).
  • Estudiar y comprender la información sobre los productos/servicios de su área para brindar respuestas precisas (ej.: Salesforce, MyHotel).
  • Comunicación verbal: Utilizar un lenguaje claro, accesible y cordial, asegurando que el cliente comprenda las indicaciones proporcionadas.
  • Comunicación escrita: Gestionar tickets con un lenguaje claro y detallado, resolviendo las dudas de los clientes según sea necesario.
  • Derivación: Identificar y escalar problemas complejos o no resueltos a niveles superiores o equipos correspondientes, manteniendo el seguimiento con el cliente.
  • Colaboración interna: Trabajar junto con colegas del equipo y otras áreas para resolver problemas y mejorar procesos.
  • Manejar objeciones con respuestas estructuradas, demostrando empatía y ofreciendo soluciones alternativas cuando sea necesario.
  • Feedback y mejora: Proponer sugerencias para optimizar los procesos de atención al cliente con base en interacciones y retroalimentación recibida.
  • Cumplimiento de metas: Trabajar para alcanzar los objetivos cuantitativos definidos tanto a nivel individual como del área.
  • Optimizar la gestión del tiempo para atender múltiples demandas simultáneamente, equilibrando rapidez y calidad.
  • Desarrollar sus tareas con autonomía, brindando soporte a compañeros cuando sea necesario.

Requisitos y calificaciones

🔎 Requisitos esenciales

  • Experiencia en soporte al cliente o atención técnica (1–3 años)
  • Excelentes habilidades de comunicación escrita y verbal
  • Capacidad de análisis, priorización y gestión del tiempo
  • Trabajo autónomo y colaboración en equipo
  • Experiencia en el sector hotelero

Información adicional

Esta posición se ofrece bajo modalidad de contratación PJ (Persona Jurídica), lo que implica que el profesional será responsable de la emisión de facturas y de la gestión de sus propios impuestos, trabajando de forma independiente, aunque alineado con los objetivos estratégicos de la empresa.

Discover Other Areas

Understand the scope of work, key skills, and tools used in different career areas.

About Finance

The Finance area in technology companies combines traditional financial knowledge with advanced digital tools. FP&A, controlling, and corporate finance professionals are essential for the organization's financial health.

Key skills include financial modeling, metrics analysis (MRR, ARR, LTV, CAC), ERP (SAP, Oracle), and BI tools. Certifications like CFA and CPA-20 are differentiators.

The financial sector offers stable opportunities with competitive salaries, especially in fintechs and large technology companies.

About Communications

The Communications area is strategic for building and maintaining a company's institutional image. It encompasses corporate, internal, and external communication, public relations, press office, and reputation management. Communications professionals are responsible for delivering consistent messages that strengthen the employer brand and market positioning.

Key skills include strategic writing, communication planning, crisis management, media relations, corporate content production, event organization, and digital communication. Knowledge of communication CRMs, press release distribution platforms, and media monitoring tools (Meltwater, Cision) is a differentiator.

Corporate communicators in technology companies are highly valued, especially those who master change communication, employee engagement, and digital communication. The field offers opportunities in startups, scale-ups, and large corporations, with a focus on storytelling, organizational culture, and innovation communication.

About Design

The Design field, especially UX/UI and Product Design, has experienced significant growth in recent years. With accelerated business digitization, the demand for professionals who can create intuitive and pleasant digital experiences has never been higher.

Key skills include Figma, Sketch, Adobe XD, user research, design thinking, prototyping, and system design. Product designers are increasingly valued for their direct impact on business results.

Remote work has opened doors for Brazilian designers to work for global companies, with competitive salaries in dollars and euros.

About Web3

The Web3 area represents the new phase of the decentralized internet, built on blockchain technology. Web3 professionals create decentralized applications (dApps), interact with smart contracts, manage digital assets (cryptocurrencies and NFTs), and utilize DeFi (Decentralized Finance) protocols, revolutionizing how data, ownership, and finance are managed online.

About Product Manager

The Product Manager (PM) is the professional responsible for defining the strategy, vision, and roadmap of a digital product. They work at the intersection of technology, business, and user experience (UX), leading the discovery and delivery of solutions that solve real problems in a viable way for the company.

Key skills include product discovery, data and metrics analysis (AARRR, NPS, LTV), user research, go-to-market strategy, roadmapping, strategic prioritization, and leadership by influence. Tools like Amplitude, Mixpanel, Hotjar, Jira, and Notion are fundamental.

Product Managers play a central role in the growth of startups, scale-ups, and large technology companies, with career progression opportunities to Product Leader, Head of Product, and Chief Product Officer (CPO).

Career Guides

Technology Career Guide

Planning, skills, interviews, and professional growth in IT, Data Science, DevOps, and Product.

Read full guide →

Design Career Guide

UX/UI, Graphic Design, Product Design. Portfolio, tools, interviews, and growth in the Design field.

Read full guide →

Marketing Career Guide

SEO, Paid Media, Growth, Content Marketing. Certifications, tools, and strategies to grow in Digital Marketing.

Read full guide →

Finance Career Guide

Financial market, investments, corporate finance, certifications, and strategies to grow in the financial field.

Read full guide →

Communication Career Guide

Journalism, PR, Corporate Communication, Content Marketing, and Multimedia Production.

Read full guide →

Administration Career Guide

Business Management, HR, Logistics, Consulting, Project Management, and Entrepreneurship.

Read full guide →

Data Career Guide

Data Science, Data Engineering, BI, Machine Learning, and AI. From training to the job market.

Read full guide →

Product Career Guide

Product Management, Product Ownership, Agile, Scrum, and OKRs. From strategy to execution.

Read full guide →

Tech & Remote Glossary

Stop getting lost in interviews and job descriptions

The job market, especially within tech and global companies, has developed its own dialect. Not understanding these acronyms can make you lose valuable opportunities or poorly negotiate your contract. To end this problem, we created the Definitive Glossary for the Remote Professional.

🏢 Work Models & Routine

Async (Asynchronous Work)
A communication model where responses don't need to be immediate. Instead of back-to-back meetings, the team relies on well-structured documents, threads, and messages. It's the gold standard for global companies spanning multiple time zones.
Sync (Synchronous Work)
The opposite of Async. It requires the team to be online and available at the same time for meetings, live chats, and real-time collaboration.
Daily / Stand-up
A quick daily meeting (usually 15 minutes) common in Agile (Scrum) methodologies. The team answers three questions: What did I do yesterday? What will I do today? Are there any blockers?
All-Hands / Town Hall
A company-wide meeting involving all employees. Usually led by the founders (C-Levels) to present results, new goals, and answer team questions.
1:1 (One-on-One)
A recurring individual meeting between a professional and their direct manager. It is used for career alignment, feedback, and problem-solving, not just for project status updates.

💰 Contracts, Benefits & Compensation

PTO (Paid Time Off)
Instead of strict, categorized leave policies, modern US companies usually offer a flexible pool of days (e.g., 20 days of PTO, or even "Unlimited PTO") that you can use for vacations, sick days, or personal matters, while receiving your regular compensation.
Equity / Stock Options
Company ownership. The startup offers you the right to buy shares at a heavily discounted strike price in the future. If the company grows, goes public, or is acquired, these shares can be highly lucrative.
Vesting (Vesting Schedule)
The rule that controls your Equity. It usually lasts 4 years. You don't get all the shares on day one; you "earn" them gradually as you stay with the company. A "1-year Cliff" means you must stay for at least one year to receive your first batch of shares.
RSUs (Restricted Stock Units)
Unlike Stock Options (where you have the right to buy the stock), RSUs are actual shares the company grants you as a bonus or part of your compensation package, following a strict Vesting schedule.
Independent Contractor (1099 / B2B)
The most common international hiring model for global talent working for US companies. You act as a service provider (business-to-business), receiving the gross salary (often six-figure compensation) without standard local payroll tax deductions at the source.

🤖 Recruitment & Hiring Process

ATS (Applicant Tracking System)
The "robot" that reads your resume. Software like Greenhouse, Ashby, and Workday are used to filter candidates by keywords before a human even looks at the document. (Pro tip: this is why your resume must be clean, semantic, and have the right keywords).
JD (Job Description)
The document that lists the responsibilities, technical requirements, and benefits of the open position.
Cultural Fit
The interview stage that evaluates if your core values, communication style, and worldview align with the company's culture. This is the ultimate test of your Soft Skills.
Onboarding
The integration process. It's the period of your first few weeks at the company, where you get your access credentials, learn about the culture, study the internal documentation, and understand how the product works.

🚀 How to use this to your advantage?

The secret isn't just knowing what these acronyms mean, but using them actively. If during an interview for a premium tech role you ask, "How does your PTO policy and Vesting schedule work?", the recruiter will immediately perceive you as a high-level professional, familiar with the global market standards.

The remote job market requires preparation. And having the right vocabulary is the first big step to securing six-figure proposals and standing out among thousands of applicants.

Expert Tip

Generative Design and AI as a Co-pilot

If the last decade in digital design was defined by mobile standardization and UX/UI becoming the core of product development, 2026 marks the dawn of a new era. We are no longer designing just for flat glass screens; we are building intelligent ecosystems, three-dimensional environments, and autonomous algorithms.

For designers looking to stand out and secure the best six-figure remote opportunities in the US tech market, understanding where the industry is heading is no longer a "nice-to-have" differential—it's a matter of professional survival. Below, we break down the four major trends that will dictate hiring and compensation in the 2026 design landscape.

1. Generative Design and AI as a Co-pilot (Not a Replacement)

The fear of Artificial Intelligence replacing designers is officially in the past. In 2026, generative AI is deeply and natively integrated into industry-standard tools like Figma, Adobe, and Framer. The most valued skill by top-tier tech companies is no longer speed in aligning components, but rather algorithmic art direction and prompt design.

  • UI Automation: Wireframing, component variations, and complex design systems can now be generated with a few text prompts.
  • The Designer's New Role: Professionals are shifting from operational executors to curators and strategists, ensuring that AI-generated outputs align with user psychology and core business objectives.

2. Spatial Design and Spatial Computing

With the maturation of mixed reality devices (such as the Apple Vision Pro and Meta's advanced lineups), Spatial Design has evolved from an experimental niche to a mandatory department in Big Tech and forward-thinking startups.

Designing for spatial computing requires a complete paradigm shift: designers must understand Z-axis depth, visual ergonomics, spatial audio, and interactions based on eye-tracking and hand gestures. Roles like AR/VR Product Designer and 3D Interaction Designer are seeing an exponential jump in job listings, often paired with premium compensation packages.

3. Conversation Design and Invisible Interfaces (Zero-UI)

Driven by the omnipresence of Large Language Models (LLMs), the way users interact with systems has fundamentally changed. In 2026, many of the best interfaces don't rely on buttons or hamburger menus; they are conversational. UX Writing and Conversation Design have taken center stage.

  • The Challenge: How do you design the "personality" and flow of a virtual assistant so it feels natural, empathetic, and on-brand, rather than like a rigid robot?
  • The Opportunity: Designers who know how to map complex decision trees, create logical flows for voice and text, and train the empathy of AI models are being heavily scouted by top US startups.

4. Digital Sustainability and Eco-Design

The ESG (Environmental, Social, and Governance) agenda has finally reached the product design tables. The internet consumes a massive amount of energy, and in 2026, tech companies are being strictly held accountable for their digital carbon footprint.

Enter the demand for Digital Eco-Design. This involves creating lighter interfaces, optimizing user flows to reduce screen time (saving battery life and server processing power), and adopting color palettes and assets (like SVGs instead of heavy raster images) that require less energy to render. Being a sustainable designer has become a powerful B2B selling point for agencies and freelancers alike.

Conclusion: The Evolution of Talent

The 2026 design market is highly rewarding for those who embrace complexity. The barrier to entry for making "pretty screens" has dropped significantly, but the demand for professionals who can solve intricate business problems through empathy, strategy, and the mastery of new technologies has never been higher.

If you want to stay ahead of the curve and get direct access to the remote jobs that are actively looking for these specific skills, make sure to follow Mondywork's daily curation. The future of design is hybrid, remote, and full of opportunities.