Orange Peak is a US-based IT services company supporting clients across the United States. We're hiring a bilingual IT Helpdesk / Phone Support Specialist based in Guadalajara to provide direct phone and remote technical support to our clients. This is a remote position for a candidate who lives in the Guadalajara metro area.
What you'll do
- Answer inbound phone calls and tickets from US-based clients needing IT support
- Troubleshoot common technical issues: password resets, account access, hardware/software problems, network connectivity, printer/peripheral issues, and general end-user support
- Escalate complex issues to senior technicians when needed, with clear documentation
- Log all interactions accurately in our ticketing system
- Follow up with clients to confirm issues are resolved
- Maintain a professional, friendly phone manner at all times
What we're looking for
- Fluent English, spoken and written. You'll be on the phone with US clients daily
- Based in Guadalajara, Jalisco. This is a remote role, but residency in the metro area is required
- Prior experience in IT helpdesk, technical support, or a call center environment
- Comfortable troubleshooting Windows and/or Mac operating systems, common business software, and basic networking concepts
- Strong communication skills and patience with non-technical users
- Reliable home internet connection and a quiet workspace suitable for phone-based work
- Self-motivated and comfortable working independently in a remote setting
Nice to have
- IT certifications (CompTIA A+, Network+, or similar)
- Experience supporting US-based clients or working in a US time zone
- Familiarity with common ticketing/helpdesk software (Zendesk, Freshdesk, ConnectWise, etc.)
Compensation & details
- Salary: MXN $13,000–$15,000/month, depending on experience
- Schedule: Full-time, Monday–Friday (US business hours)
- Location: Fully remote; must reside in Guadalajara metro area
- Employment and payroll are administered through