About Us

We are a growing Business Process Outsourcing (BPO) company with call center operations in both the United States and Mexico. Our teams support clients across multiple industries, and we pride ourselves on fast, reliable internal support that keeps our agents and operations running without interruption.

Position Overview

We are seeking two motivated and detail-oriented Tier 1 Helpdesk Technicians to join our CDMX team. In this role, you will serve as the first point of contact for technical issues affecting agents in training and live operations across both our US and Mexico locations. You will be responsible for resolving day-to-day tech issues quickly and efficiently to minimize downtime and keep our workforce productive.

Key Responsibilities
- Provide Tier 1 technical support to call center agents in training and production across US and Mexico sites
- Handle agent credentialing — account creation, access provisioning, and password resets
- Troubleshoot and resolve hardware, software, and connectivity issues for workstations and headsets




- Support onboarding of new agents — system setup, login access, and tool walkthroughs
- Log, track, and document all support tickets in the helpdesk system (e.g., Zendesk, Freshdesk, or internal platform)
- Coordinate with the US IT team and operations managers to resolve cross-site issues
- Assist with VPN, remote desktop, and softphone configuration
- Escalate unresolved issues to Tier 2 support with full documentation
- Maintain an internal FAQ and troubleshooting guide for common agent issues
- Participate in shift coverage to support operations during peak training periods

Requirements:
Technical Skills
- 3-5 years of experience in a helpdesk, IT support, or technical support role
- Familiarity with Windows OS environments and basic network troubleshooting
- Experience with VoIP/telephony systems
- Understanding of Active Directory, user account management, and password policies
- Experience with remote suppor

📌 Tier 1 Helpdesk Support Specialist Cdmx (Colonia del Valle Centro)
🏢 Rui
📍 Colonia del Valle Centro