About the Role

Our client, WhatJobs Direct, is seeking a proactive and technically adept Customer Support Representative to join their team in Toluca, State of Mexico . This role is pivotal in providing timely and effective technical assistance to users, ensuring minimal disruption and maximum satisfaction. You will be responsible for diagnosing and resolving a wide range of technical issues, guiding customers through troubleshooting steps, and escalating complex problems when necessary. The adecuado candidate possesses strong analytical skills, a patient demeanor, and a commitment to delivering high-quality support. This is an excellent opportunity to develop your technical expertise and customer service skills within a supportive and growth-oriented company. You'll be working directly with clients to solve their technical challenges on-site in Toluca, State of Mexico .

Key Responsibilities

- Provide first-level technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Guide users through step-by-step solutions and problem-solving processes.
- Escalate unresolved issues to senior support staff or relevant technical teams.
- Document all support interactions, issues, and resolutions accurately in the CRM system.
- Maintain a knowledge base of common issues and solutions.
- Provide feedback to product development teams on recurring technical problems.




- Ensure a high level of customer satisfaction through effective communication and problem resolution.
- Stay updated on product knowledge and technical advancements.
- Adhere to service level agreements (SLAs) and internal support procedures.

Requirements

- Proven experience as a Technical Support Representative or in a similar customer-facing technical role.
- Strong understanding of computer systems, networks, and common software applications.
- Excellent problem-solving and diagnostic skills.
- Ability to explain technical concepts clearly and concisely to non-technical users.
- Patient, empathetic, and customer-oriented attitude.
- Proficiency with ticketing systems and remote support tools.
- Good organizational and time-management skills.
- High school diploma required; a technical certification or associate's degree is a plus.
- Ability to work collaboratively in a team environment in Toluca, State of Mexico .
- Commitment to continuous learning and professional development in technical support.

Benefits

- Our client offers a competitive salary package, comprehensive health benefits, and paid time off.
- You will have opportunities for professional growth and access to training programs designed to enhance your technical skills.
- The company fosters a collaborative work environment where your contributions are valued.
- Other benefits include potential for performance-based bonuses and employee recognition programs.
- This role provides a stable career path within a reputable organization.

📌 Representante de Soporte Técnico Remoto con Orientación al Cliente (Toluca de Lerdo)
🏢 Placements24
📍 Toluca de Lerdo