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 underst

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