API/Integrations Support Specialist - (México)

OttimateChihuahua, MexicoOnsite

Please provide your resume in English only.

Job Details:Internal role name: Product Support Specialist L1Location: Anywhere in Mexico- Remote (México) or Hybrid (Guadalajara or Chihuahua)Type: Full-time (Contractor)Job Overview:As a Product Support Specialist at our organization, you will be an integral part of the Product Support team, primarily focusing on Integration Support. You will be responsible for addressing general inquiries, providing technical assistance, and ensuring customer satisfaction with the API and CSV integrations we support.

This role involves collaboration with both the Support group and specialized teams.Responsibilities:

Member of Integration Support Group supporting CSV and API questions and issues.
Respond promptly and courteously to general customer inquiries in accordance with our current customer service level agreements (SLAs).
Collaborate with team members within the team to address customer inquiries and issues together.
Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues.

Specialized Group Expansion:

In most cases, after a short period of time, expansion into other support areas is likely, based on business needs. You will work closely with your respective team members to provide support in these additional areas.
Collaborate with subject matter experts in specific areas to address complex customer issues.
Escalate issues to engineering through the Jira platform and maintain ownership through resolution.

Oversight and Assistance:

Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.
Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.
Escalate issues to higher-level team members or leads, as needed.

Qualifications:

Advanced English level.
Previous experience in a customer-facing role utilizing ticketing system(s) for issue tracking such as Jira, Freshdesk, or similar.
Basic understanding of technical support concepts and troubleshooting techniques.
Basic understanding of SaaS integrations via API and CSV.
Strong communication skills with the ability to convey technical information clearly and concisely.
Collaborative mindset and willingness to seek assistance and guidance when needed.
Familiarity with Accounting terminology is a plus.
Experience with Quickbooks Desktop, Quickbooks Online, Netsuite, Intacct, and/or Acumatica is a plus.
Experience with tools like Postman, Insomnia or other web testing tools is a plus.

Note: This job description is a general outline of the responsibilities and qualifications required for the position. It is subject to change based on the evolving needs of the organization.

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{ "@context" : "http://schema.org/", "@type" : "JobPosting", "url" : "https://ottimate.freshteam.com/jobs/hE0UY1_V-xsq/API%2FIntegrations%20Support%20Specialist%20-%20(M%C3%A9xico)", "title" : "API/Integrations Support Specialist - (México)", "description" : "<span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:underline;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Please provide your resume in English only. <span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Job Details:<span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Internal role name: <span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Product Support Specialist L1<span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Location: Anywhere in Mexico- Remote (México) or Hybrid (Guadalajara or Chihuahua)<span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Type: Full-time (Contractor) <span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Job Overview:<span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">As a Product Support Specialist at our organization, you will be an integral part of the Product Support team, primarily focusing on Integration Support.

You will be responsible for addressing general inquiries, providing technical assistance, and ensuring customer satisfaction with the API and CSV integrations we support. This role involves collaboration with both the Support group and specialized teams. <span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Responsibilities:<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Member of Integration Support Group supporting CSV and API questions and issues.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Respond promptly and courteously to general customer inquiries in accordance with our current customer service level agreements (SLAs).</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Collaborate with team members within the team to address customer inquiries and issues together.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues.</li></ul><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Specialized Group Expansion:<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">In most cases, after a short period of time, expansion into other support areas is likely, based on business needs.

You will work closely with your respective team members to provide support in these additional areas.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Collaborate with subject matter experts in specific areas to address complex customer issues.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Escalate issues to engineering through the Jira platform and maintain ownership through resolution.</li></ul><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Oversight and Assistance:<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Escalate issues to higher-level team members or leads, as needed.</li></ul><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Qualifications:<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Advanced English level.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Previous experience in a customer-facing role utilizing ticketing system(s) for issue tracking such as Jira, Freshdesk, or similar.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Basic understanding of technical support concepts and troubleshooting techniques.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Basic understanding of SaaS integrations via API and CSV.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Strong communication skills with the ability to convey technical information clearly and concisely.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Collaborative mindset and willingness to seek assistance and guidance when needed.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Familiarity with Accounting terminology is a plus.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Experience with Quickbooks Desktop, Quickbooks Online, Netsuite, Intacct, and/or Acumatica is a plus.</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Experience with tools like Postman, Insomnia or other web testing tools is a plus.</li></ul><span style="font-size:11pt;font-family:Roboto,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Note: This job description is a general outline of the responsibilities and qualifications required for the position.

It is subject to change based on the evolving needs of the organization.<div> </div><div> </div>", "datePosted" : "2025-03-10 02:54:52 UTC", "employmentType" : "FULL_TIME", "remote" : "false", "hiringOrganization" : { "@type":"Organization", "name":"Ottimate" }, "jobLocation" : { "@type": "Place", "address": { "@type": "PostalAddress", "streetAddress": "", "addressRegion": "Chihuahua", "postalCode": "", "addressLocality": "Chihuahua", "addressCountry": "Mexico" } } } var translation = { 'employer_title': `Designation`, 'employer_company': `Company/Business name`, 'employer_start_date': `Start date`, 'employer_end_date': `End date`, 'employer_is_current': `I currently work here`, 'employer_summary': `Summary`, 'employer_remove': `Remove this employer`, 'education_degree': `Degree`, 'education_field_of_study': `Field of study/major`, 'education_school_name': `Institution/school name`, 'education_start_date': `Start date`, 'education_end_date': `End date`, 'education_is_current': `Currently pursuing`, 'education_grade': `Grade`, 'education_remove': `Remove this degree` };

Life at Ottimate

Plate IQ makes restaurant accounting easy. Automated accounts payable software replaces manual data entry by digitizing your invoices down to the line item, automatically assigning them your proper GL codes, syncing the information to your accounting software, and providing analytics around purchasing. Plate IQ also offers one-click bill pay, inventory, and cloud-based data storage that allows a restaurant to go paperless, or work together over multiple time zones.

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