Agente de Soporte Remoto Experto

Placements24; Torreón; Hybrid; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Full remote work arrangement

Health, dental, and vision insurance

Continuous learning and certifications

Generous paid time off and holidays

Retirement savings plan with company匹

Work-life balance culture

Modern collaboration tools

Career advancement opportunities

Regular virtual social events

Job summary

Placements24 is seeking an Agente de Soporte Remoto Experto to provide exceptional technical assistance to our global user base. This fully remote role offers flexibility to work from home while delivering top-tier support for our software solutions.

You will troubleshoot complex issues, document solutions, and collaborate with product teams. Strong Spanish communication and autonomous prioritization are essential, with growth opportunities in a remote work environment.

Qualifications

• Experience in technical support or IT helpdesk.
• Strong software, OS, and network knowledge.
• Excellent Spanish verbal and written communication.
• Familiarity with remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Self-motivated, autonomous with good time management.

Responsibilities

• Provide technical support via email, chat, and phone.
• Diagnose and resolve software/hardware issues.
• Guide users through product features and best practices.
• Document interactions and solutions in the ticketing system.
• Escalate issues to senior staff or engineering when needed.
• Contribute to knowledge base and support documentation.
• Help improve customer experience and product usability.
• Participate in remote team meetings and training.

Skills

Technical support

Spanish communication

Remote support tools

Zendesk/Jira

Education

High School Diploma

Technical certifications/degree advantage

Tools

Zendesk

Jira

Job description

About the Role

Our client, a rapidly growing SaaS company, is seeking a highly skilled and motivated Agente de Soporte Remoto Experto to provide exceptional technical assistance to our global user base. This fully remote position is ideal for individuals who excel at problem-solving and possess outstanding communication skills, with the ability to work independently and manage their time effectively. You will be at the forefront of customer interaction, addressing complex technical challenges and ensuring user satisfaction with our innovative software solutions. We are looking for a candidate who is proactive, detail-oriented, and committed to delivering top-tier support from the comfort of their own home. This role offers the ultimate flexibility, allowing you to contribute significantly to our success without the need for physical office presence. Join a forward-thinking company that embraces remote work culture and offers significant opportunities for professional growth and development. Become an integral part of a team that is revolutionizing the industry from various locations across the country.

Key Responsibilities

• Provide comprehensive technical support to customers via email, chat, and phone.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Guide users through product features, functionalities, and best practices.
• Document all support interactions, solutions, and feedback in the ticketing system.
• Identify trends in customer issues and provide feedback to the product development team.
• Create and update knowledge base articles and support documentation.
• Escalate critical issues to senior support staff or engineering teams when necessary.
• Proactively identify opportunities to improve customer experience and product usability.
• Ensure timely and efficient resolution of all customer support requests.
• Participate in regular remote team meetings and training sessions.

Requirements

• Proven experience in technical support, IT helpdesk, or a similar customer-facing technical role.
• Strong understanding of software applications, operating systems, and network principles.
• Excellent verbal and written communication skills in Spanish.
• Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Ability to explain technical concepts clearly to non-technical users.
• Self-motivated with the ability to work autonomously and manage priorities effectively.
• A dedicated home office setup with a stable high-speed internet connection.
• High school diploma required; relevant certifications or a degree in a technical field are a significant advantage.
• Experience with SaaS products is highly preferred.
• Ability to work flexible hours, including potential evenings or weekends as required by business needs.

Benefits

• Competitive salary commensurate with experience.
• Full remote work arrangement, offering maximum flexibility.
• Comprehensive health, dental, and vision insurance coverage.
• Opportunities for continuous learning and professional certifications.
• Generous paid time off and company holidays.
• Retirement savings plan with company matching.
• A culture that promotes work-life balance and employee well-being.
• Access to modern technology and collaboration tools.
• Potential for career advancement into senior technical or team lead roles.
• Regular virtual social events to foster team camaraderie.