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.

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📍 Santiago Mexquititlán Barrio 1ro.