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Technical Support Representative (Mexico)

May 27, 2026

About Orum<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.orum.com">Orum</a>’s AI-powered suite frees salespeople to do what they do best: connect, listen, and sell. Our products gives sales teams everything they need to connect faster, sell smarter, and grow revenue. From intelligent dialing and real-time conversation insights to AI-driven coaching and virtual sales floors, Orum is powering thousands of sales teams to have more meaningful conversations and turn every call into measurable impact. Companies who use Orum connect 5x faster and book millions in new pipeline every month.As a company, we are a remote-first team of builders and dreamers creating a future where work feels more meaningful and connected. If you’re excited to change how the world sells, join us. For more information, visit <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.orum.com/">https://www.orum.com/</a>Orum Support exists to be the eyes and ears of Engineering, Product, and Design (EPD) teams. We are the first - and often only team - with daily, unfiltered visibility into how customers experience our platform in the real world. Our team's identity is to be product intelligence operators who out-support every competitor in every dimension. Our mandate is to deliver swift, effortless support experiences to customers during every interaction, while translating real-world visibility into clear, precise intelligence that EPD can act on.Our Operating Principles• Operate Above the Line – We take extreme ownership, seek solutions, and lean into tough conversations with no deflection, no blame, and no waiting to be told what to do.• Active Listeners – We ask deep questions and look for the underlying concerns that connect to a larger customer or product need, knowing the presenting symptom is rarely the whole story.• Move Fast and Document Well – We ensure speed on the customer side and data precision on the escalation side are tightly executed for every single ticket.• Every Ticket is a Data Point – We treat every interaction as an intelligence opportunity, leaving an accurate trail of notes that directly builds subsequent Jira quality.• Ambassador Mindset – We represent Orum to our customers, shaping how they feel about the product through communication that is consistent, warm, direct, and accountable.Role SummaryThe Technical Support Representative owns the front-line customer experience from ticket creation all the way to resolution. This role serves as the primary author of the customer relationship and the vital first filter in the product intelligence chain.What You'll Do:• Efficiently manage a high-volume, multi-channel ticket queue within our ticketing application while maintaining strong attention to detail.• Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment.• Maintain an average resolution time that aligns to internal SLA while ensuring 100% of active tickets are touched every 24 business hours with a meaningful update.• Work and resolve the majority of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base.• Execute rigorous data capture discipline by gathering critical raw technical data—such as Org IDs, User IDs, timestamps, and reproduction steps—to cleanly document issues.• Perform thorough due diligence and complete required technical templates when escalating unresolved issues.• Proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management.• Build strong cross-functional relationships and collaborate with internal teams to drive timely resolutions and contribute to support team growth.Must Have:<ul style="min-height:1.5em"><li>2+ years of experience in Technical Support</li><li>Candidates must be based in Mexico - we are not considering candidates in other locations at this time.</li><li>Ticketing system experience</li><li>Experience troubleshooting software as a service (SaaS)</li><li>Experience & Intermediate proficiency with Google Apps suite (i.e. Docs, Sheets, etc)</li><li>Live chat, email support channel experience & operating ticket queues</li><li>Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ("remote in")</li></ul>Nice To Have:<ul style="min-height:1.5em"><li>Experience contributing to the knowledge base</li><li>Experience with DevRev and Jira</li><li>Experience troubleshooting complex software integrations / Troubleshooting APIs</li><li>Experience serving as an escalation point for complex tickets or troubleshooting</li><li>Salesforce Sales App/Account Object experience</li><li>Troubleshooting experience with telephony, VoiP, Networking</li><li>Windows or Mac admin experience</li><li>Proficiency in writing and optimizing complex SQL queries.</li><li>Experience with any of our integrations: Outreach, SalesLoft, HubSpot</li></ul>Orum Is An Equal Opportunity EmployerWe're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at hr@orum.com. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...