About PayRange
PayRange is a leading mobile payment and technology platform powering unattended retail, vending, laundry, amusement, and other self-service industries worldwide. Our solutions combine innovative hardware, cloud-based software, and mobile applications to deliver seamless payment experiences for operators and consumers.
With operations across North America and a growing global footprint, PayRange is focused on delivering reliable, scalable, and customer-centric technology solutions.
Position Overview
We are looking to hire 2–3 Help Desk Technicians to join our Mexico City office. This role is a key part of our customer support organization and will serve as a primary point of contact for technical support, escalations, and customer success initiatives.
Key Duties & Responsibilities
Technical & Customer Support
- Serve as a primary point of contact for complex customer inquiries and technical escalations.
- Provide timely, accurate, and professional troubleshooting and resolution.
- Coordinate with cross-functional teams, including Engineering, Product, and vendors, to resolve customer issues efficiently.
Technical Expertise
- Maintain a strong working knowledge of PayRange products, platforms, and functionality.
- Act as a subject matter expert to assist customers and internal team members with advanced troubleshooting, configuration, and system-related questions.
- Stay current on product updates, industry trends, and best practices to continuously enhance customer support quality.
Continuous Process Improvement
- Contribute to knowledge base articles, documentation, and self-service materials.
- Identify recurring issues and opportunities to reduce support ticket volume and improve efficiency.
Customer Advocacy & Customer Success
- Represent the voice of the customer internally by sharing feedback, pain points, and improvement opportunities.
- Support initiatives to enhance product usability, documentation, and overall customer experience.
Minimum Qualifications
- Fluent in English and Spanish (written and verbal).
- Associate’s degree in a related field or equivalent practical experience.
- Minimum 2 years of experience in IT or a related field, with direct customer-facing technical support experience.
- Prior experience supporting technology solutions such as payment systems, IoT devices, SaaS platforms, or similar environments.
- Strong technical aptitude with the ability to learn complex software and hardware products quickly.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience using support ticketing systems and CRM tools.
- Ability to thrive in a fast-paced, dynamic environment with a strong focus on customer satisfaction.
- Ability to travel nationally up to 30% for customer site visits or training, as required.
Preferred Qualifications
- Experience creating and maintaining knowledge base content.
- Familiarity with Knowledge-Centered Service (KCS) standards or similar support methodologies.
Physical Requirements
- Ability to remain in a stationary position for more than 50% of the time.
- Ability to communicate effectively (in English and Spanish) with coworkers, management, and customers.
- Regular use of a computer and standard office productivity tools.
- Occasional movement within the office to access files, equipment, or collaborate with team members.
- Ability to deliver information clearly in meetings, discussions, or presentations.
Please submit resumes in English.
