About the Role

Our client, a prominent leader in the telecommunications industry, is seeking an experienced Agente de Soporte Técnico Avanzado to join their established operations center in Culiacán, Sinaloa . This role is crucial for providing top-tier technical assistance to residential and business customers, resolving complex network and service issues. The ideal candidate will have a strong technical aptitude, exceptional troubleshooting skills, and a dedication to customer satisfaction. You will be responsible for diagnosing and resolving a wide range of technical problems, ensuring minimal disruption to customer services. This is a fantastic opportunity to advance your career in a stable and reputable company.

Key Responsibilities

- Diagnose and resolve advanced technical issues related to internet, television, and phone services.
- Provide step-by-step technical assistance to customers via phone and chat support.
- Troubleshoot and repair hardware and software problems on customer premises when necessary.
- Escalate unresolved issues to specialized technical teams or field technicians.
- Maintain accurate records of customer interactions, issues, and resolutions.
- Educate customers on product features, service offerings, and basic troubleshooting techniques.
- Adhere to service level agreements (SLAs) and company quality standards.




- Stay updated on new products, services, and technical advancements within the industry.
- Collaborate with team members to share knowledge and best practices.

Requirements

- Minimum of 2 years of experience in technical support, preferably in telecommunications or IT.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and common operating systems.
- Excellent problem-solving and diagnostic skills.
- Superior customer service and communication skills, both verbal and written.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Proficiency in using ticketing systems and remote diagnostic tools.
- Experience with hardware installation and troubleshooting is a plus.
- Must be available to work versátil hours, including evenings and weekends, as needed.
- Must be able to commute daily to our office in Culiacán, Sinaloa .

Benefits

Our client offers a competitive base salary, performance-based incentives, comprehensive health and dental insurance, retirement savings plan, paid training programs, opportunities for career advancement within a growing organization, and a dynamic team environment. Employees also receive discounts on company services and enjoy a stable work environment in Culiacán, Sinaloa .

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📌 Agente de Soporte Técnico Avanzado (Culiacán Rosales)
🏢 Placements24
📍 Culiacán Rosales