Summary/Objective

Under the supervision of the Help Desk Manager and working closely with Product Services, HQ IT, Operations, the Product Support & Help Desk Specialist provides Tier 1 Product/Application Support and Tier 1 Help Desk support. This role serves as the first point of contact for new Product Support requests received through the shared Product Support mailbox and is responsible for intake, validation, early resolution, triage, documentation, initial urgency assessment, and appropriate escalation to Product Support Level 2 when specialized review is required.

The role is primarily focused on Product/Application Support (approximately 60–70%), with Technical/Help Desk Support (approximately 20–30%) and QA, documentation, projects, and continuous improvement activities (approximately 10–20%). The position is intended to resolve issues within approved Tier 1 procedures while ensuring complete, accurate, and timely handoff of issues that fall outside Tier 1 authority.

Key Responsibilities

· Monitor and manage new requests received through the shared Product Support email inbox and serve as the first point of contact for Product Support issues.

· Review incoming requests for completeness, validate required information, acknowledge receipt, and maintain the original communication thread through resolution or formal escalation.

· Perform initial verification and approved Tier 1 troubleshooting of reported Product Support issues, including gathering evidence, confirming expected versus presente behavior, and documenting results.

· Attempt to safely reproduce reported issues when appropriate, test applicable brands or environments using authorized access, and document the outcome of each troubleshooting step.

· Identify known issues, user error, access or configuration concerns, or suspected product defects based on available evidence and approved support documentation, and reference the applicable known issue.

· Determine initial urgency and business impact using documented criteria and escalate potentially business-critical matters to the Product Support Manager / Product Support Level 2 as appropriate.

Complete approved certificate modification requests using documented Tier 1 procedures when required authorization is present and no exception or elevated access is needed.

· Resolve Product Support requests that are specifically covered by approved Tier 1 procedures, documented work instructions, or known resolutions.

· Provide timely Tier 1 technical support to end users for hardware, software, login, Microsoft 365, connectivity, and basic workstation issues when required.

· Assist with workstation and peripheral support, user access troubleshooting, onboarding/offboarding tasks, and other general Help Desk activities within assigned Tier 1 permissions.





· Use approved ticketing and case-management systems to document each request, troubleshooting performed, affected brands or environments, resolution details, escalation status, and communication history. Before an L2 handoff, confirm that all required intake fields, evidence, and troubleshooting results are complete.

· Participate in approved product validation, user acceptance testing support, issue verification, documentation updates, technology rollouts, and process-improvement activities under established procedures.

· Maintain working knowledge of ONE products, supported business processes, common integrations, supported brands, and documented dependencies necessary to effectively triage Product Support requests.

Collaborate closely with Product Support Level 2, HQ Help Desk, and other internal teams for coordinated troubleshooting and escalation.

Participate in required after-hours or weekend support coverage based on business need and established team schedules, including prompt escalation of urgent Product Support issues through the approved notification process.

QualificationsRequired

1–2 years of experience in Help Desk, Product/Application Support, technical support, or a related customer-facing technical role.

Proficient English speaker and fluent in Spanish (written and verbal)

· Strong troubleshooting and triage skills with the ability to gather facts, follow documented procedures, test safely, and recognize when escalation is required.

· Basic understanding of Windows desktop environments, Microsoft 365, user access, application support, and common connectivity issues.

· Familiarity with support workflows, shared support inboxes, ticketing/case-management systems, and structured escalation processes.

· Strong written and verbal communication skills with the ability to document technical steps, findings, impact, and resolutions clearly.

· Ability to manage multiple requests, determine urgency, follow defined support procedures, and maintain ownership through resolution or handoff.

Ability to work collaboratively with Product Support, IT, Operations, and other internal teams.

· Must be able to work onsite and participate in after-hours or weekend support coverage when required by business operations.

Preferred

· Experience supporting proprietary business applications or software products in a production environment.





· Experience with Microsoft Entra ID / Azure Active Directory and Microsoft 365 administrative or support tools.

· Experience with CXone or other contact center technology platforms.

Exposure to ITSM, ticketing, or development-tracking tools such as NinjaOne, Jira, Salesforce, ServiceNow, or similar platforms.

Familiarity with basic networking and endpoint troubleshooting.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

· Adequate ability to stand, sit, squat, walk, bend, move, stretch for prolonged time periods with no restrictions, as required by job duties

Work safely and professionally while adhering to all regulatory requirements

· Comprehend and adhere to management directions and/or safety instructions with no restrictions

· Effective communication in a business environment

· Pull, push, carry, lift or move items up to 50lbs throughout the work shift without assistance, as required by job duties

· Ability to independently transport, install, and maintain various equipment, such as computers, printers and monitors. This includes the capability to maneuver in positions like lying down, crawling, stooping, and bending to fully set up and service equipment at different workstations

About ONE

Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology.

With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education, and retail industries, we’re a leader in the loyalty travel solutions space.

Join us and get ready to grow with us! Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard!

We hope to welcome you to the team soon!

ONE is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Job Type: Full-time

Pay: $23,000.00 per month

Language

- English (Required)

Work Location: In person

📌 Product Support & Help Desk Technician (Cancún)
🏢 One
📍 Cancún