Overview:
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
Responsibilities:
Bilingual IT Support Associate
Full time | Modelo:Hibrid Mexico City
Do you enjoy solving user challenges and improving Sales & Marketing systems used by teams worldwide?
Ready to collaborate with global teams to test, launch, and support new digital solutions?
This role focuses on supporting and improving Sales & Marketing systems (including ERP and CRM) as part of SoftwareOne's digital transformation. You will act as the main point of contact for users and stakeholders, helping resolve issues, gathering feedback, and identifying system enhancements. Working closely with business and technical teams, you will support system rollouts, communicate updates, define requirements, and help implement improvements aligned with company strategy. Additionally, you may provide training to ensure users can effectively and efficiently use the tools.
Key Responsibilities:
* Provide technical first- and second-level support for our Sales & Marketing applications(ERP, CRM) via the ticketing system
* Troubleshoot application issues, identify root causes, and deliver timely resolutions or workarounds.
* Prioritize, document, and track tickets to ensure high-quality and efficient case handling.
* Collaborate with development and product teams to escalate complex issues and ensure fast problem resolution.
* Communicate clearly with users to gather details, provide status updates, and ensure transparent case handling.
* Support deployments, releases, and hotfixes, including ticket-based coordination of related issues.
* Monitor recurring problems, identify patterns, and propose technical or process improvements.
* Maintain knowledge base articles and contribute to documentation to support user self-service.
* Provide hypercare support after system changes or releases through structured tickethandling.
Qualifications:
* Intermediate experience working in IT/Software Consulting.
* Experience providing 1st/2nd line IT support and proven work experience in IT support customer care.
* line IT support and proven work experience in IT support customer care.
* Excellent verbal and written communication in English and Spanish.
* Ability to work independently and manage multiple priorities in a fast-paced environment.
* Proven work experience with ERP systems (Microsoft Navision or Business Central is a plus).
* Experience in Requirements/UAT/Feedback engineering for systems and applications
Desirable Skills
* Experience working with Sales & Marketing applications in a technical, consulting, specialist, or key user role.
* Experience working in an international company with globally distributed teams.
* Additional language skills such as Portuguese, German, or French.
Soft Skills
* Strong communication skills, with the ability to collaborate with stakeholders at all seniority levels globally.
* Customer-centric mindset with the ability to understand and empathize with user needs.
* Proactive and self-motivated, willing to challenge the status quo and suggest improvements.
* Strong problem-solving skills and attention to detail.
Why should you join the team?
* Employee Recognitions Programs.
* A variety of training and development opportunities.
* A work-life balance.
* Vacations.
* Employee Referral Bonus Program.
* Diverse team interaction.
* Giving back to society- employee initiatives.
* ONE TREE PLANTED -> one tree for each hiring globally.
* Corporate events/ team buildings.
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