technical support representative | guadalajara | hybrid

$18,000 mxn gross + 8% savings fund +$1,0000 food vouchers + major medical insurance

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 elevate more complex problems when necessary. Success in this role requires strong communication skills, problem-solving abilities, and comfort navigating multiple systems and tools.

your day-to-day!

- 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.

what you need

- 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.
- experience working with ticketing systems, crm platforms, or help desk tools is preferred.
- 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.

what you get

- $18,000 mxn gross monthly salary
- paid training
- full law benefits
- 8% savings fund
- $1,000 mxn monthly food vouchers after 2 months
- major medical insurance after 3 months

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📌 Technical support representative (v) (México)
🏢 Helpware
📍 México