Technical Support Representative

Here's the deal! We are looking for a motivated and tech-savvy individuals who are passionate about helping customers resolve technical issues and delivering exceptional support experiences. As a Level 1 Technical Support Specialist, you will serve as the first point of contact for customers seeking technical assistance with products, services, software, or hardware-related concerns. You will troubleshoot basic to intermediate issues, document resolutions, and escalate more complex problems when necessary. Success in this role requires strong communication skills, problem-solving abilities, and comfort navigating multiple systems and tools.

Responsibilities

Provide first-level technical support to customers via ticketing systems, email, chat, and phone; Troubleshoot and resolve basic technical issues related to software, hardware, account access, and product functionality; Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing platform; Escalate unresolved or complex technical issues to appropriate support teams while ensuring proper case documentation; Follow established troubleshooting procedures, workflows, and knowledge base articles; Maintain SLAs and meet performance metrics related to response and resolution times; Communicate technical information clearly and professionally to non-technical users; Stay up to date on product knowledge, system updates, and support processes; Demonstrate strong time management and prioritization skills while managing multiple support requests; Perform other duties and projects as assigned

Requirements

At least 1 year of BPO, Help Desk, Technical Support, IT Support, or Customer Service experience; Strong verbal and written communication skills with the ability to explain technical concepts clearly; Basic understanding of computer systems, operating systems, internet connectivity, and common software applications; Excellent troubleshooting and analytical problem-solving skills; Ability to diagnose, research, and resolve technical issues efficiently; Strong organizational skills and attention to detail; Courteous, professional, and customer-focused attitude

Nice to have

Experience working with ticketing systems, CRM platforms, or help desk tools is preferred.

Benefits

Paid training; Full law benefits; 8% Savings Fund; $1,000 MXN monthly food vouchers after 2 months; Major Medical Insurance after 3 months