Contractor Support Specialist

About Wingspan

Wingspan is seeking a Contractor Support Specialist to join our growing team in Mexico. As a contract team member, you will help ensure outstanding service and quick resolutions for Wingspan users.

Role Overview

Provide timely and professional support to Wingspan customers, helping them effectively use the platform and resolving inquiries. Collaborate with cross-functional teams to troubleshoot issues, document solutions, and maintain a high standard of customer satisfaction while operating under a contract arrangement.

Responsibilities

• Respond to customer inquiries via email, chat, and ticketing systems in a timely and professional manner.
• Troubleshoot issues, reproduce bugs, and coordinate with product/engineering teams when necessary.
• Document solutions in the knowledge base and contribute to self-service resources.
• Maintain accurate ticket records and meet agreed response and resolution SLAs.
• Support onboarding and ongoing usage of Wingspan for new and existing customers.
• Escalate complex issues to appropriate teams and track progress until resolution.

Requirements

• Excellent written and verbal communication in English.
• Experience in customer support, with familiarity of ticketing systems and CRM tools.
• Ability to work remotely as a contractor and manage multiple tasks effectively.
• Strong problem-solving skills and a customer-centric approach.
• Familiarity with Wingspan platform is a plus.

Location

Mexico

Contract Details

• Contract-based position with remote flexibility where applicable.
• Compensation terms determined by project scope.