Summary:

The Technical Support Agent is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, networking, internet connectivity, and system-related issues. This role perform deeper troubleshooting and working closely with internal teams, client engineers, and third-party vendors to ensure timely resolution of technical incidents.
The idóneo candidate combines strong customer service skills with hands-on technical knowledge in networking, VPN connectivity, Windows environments, and Help Desk operations. Success in this role requires excellent problem-solving abilities, attention to detail, and the ability to communicate complex technical information clearly in English.

Responsibilities:
• Provide advanced technical support for hardware, software, networking, and connectivity issues.
• Troubleshoot and resolve escalated Tier I support tickets.
• Support VPN, DNS, TCP/IP, wireless networks, routers, switches, and access points.
• Assist end users via phone, email, chat, and ticketing platforms.




• Document incidents and maintain accurate support records.
• Collaborate with internal teams, engineers, and vendors to resolve complex technical issues.
• Participate in training, knowledge sharing, and continuous improvement initiatives.

Who You Are
• You are a customer-focused technical professional who enjoys solving problems and helping users.
• You have strong analytical and troubleshooting skills, allowing you to identify issues quickly and provide effective solutions.
• You can explain technical concepts clearly to non-technical users.
• You remain calm, professional, and solution-oriented under pressure.
• You are highly organized and able to manage multiple incidents simultaneously.
• You possess excellent verbal and written communication skills in English.
• You are comfortable working in a fast-paced, metrics-driven support environment.
• You take ownership of issues through resolution and consistently fo

📌 Technical Support Agent (México)
🏢 Cart.com
📍 México