Ananalista Técnico

The Big Jobsite; México; Remote; MXN 167,000 - 312,000; Full time

Benefits offered by this job

Salary y beneficios competitivos

Beneficios de salud y bienestar

Oportunidades de desarrollo y training

Trabajo 100% remoto

Job summary

The Big Jobsite busca un Representante de Servicio al Cliente Remoto - Soporte Técnico para unirte a su equipo 100% remoto en México. El rol implica brindar asistencia técnica de alta calidad y soporte al usuario de soluciones software, manteniendo una comunicación clara y una actitud proactiva para la satisfacción del cliente.

Trabajarás desde casa, resolverás incidencias y guiarás a los usuarios en características del producto, manteniendo registros detallados y cumpliendo SLAs.

Qualifications

• Experiencia comprobable en soporte técnico o servicio al cliente, preferentemente con productos de software.
• Habilidad para resolver problemas y explicar conceptos técnicos a usuarios no técnicos.
• Dominio del español hablado y escrito de alto nivel.

Responsibilities

• Proporcionar soporte técnico a clientes por teléfono, correo y chat.
• Diagnosticar y resolver incidencias de software de forma eficiente.
• Guiar a los clientes en características del producto y mejores prácticas.
• Escalar problemas complejos a soporte de nivel superior o a ingeniería.
• Mantener registros precisos de interacciones y problemas técnicos.
• Contribuir a una base de conocimiento y buenas prácticas de soporte.

Skills

Technical Support

Customer Service

Software Troubleshooting

Remote Support

Spanish Communication

Education

High School Diploma

Technical Certifications

Tools

Helpdesk Software

Remote Support Tools

Job description

Our client is seeking a skilled and empathetic Representante de Servicio al Cliente Remoto - Soporte Técnico to join their fully remote team. This role is essential for providing high-quality technical assistance and customer support to users of our client's innovative software solutions. As a remote-first company, we value clear communication, problem-solving skills, and a proactive approach to customer satisfaction. You will be instrumental in troubleshooting issues, guiding users, and ensuring a seamless technical experience. This is an excellent opportunity for a technically adept individual residing anywhere in Mexico to build a career in customer support, working from the comfort of their home office, and contributing to a company that is at the forefront of its industry.

About the Role

Our client is seeking a skilled and empathetic Representante de Servicio al Cliente Remoto - Soporte Técnico to join their fully remote team. This role is essential for providing high-quality technical assistance and customer support to users of our client's innovative software solutions. As a remote-first company, we value clear communication, problem-solving skills, and a proactive approach to customer satisfaction. You will be instrumental in troubleshooting issues, guiding users, and ensuring a seamless technical experience. This is an excellent opportunity for a technically adept individual residing anywhere in Mexico to build a career in customer support, working from the comfort of their home office, and contributing to a company that is at the forefront of its industry.

Key Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and resolve software-related issues efficiently and effectively.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex technical problems to higher-level support or engineering teams.
• Maintain accurate and detailed records of customer interactions and technical issues.
• Contribute to the development and maintenance of a comprehensive knowledge base.
• Proactively identify trends in customer issues and provide feedback for product improvement.
• Ensure customer satisfaction by delivering timely and accurate resolutions.
• Adhere to service level agreements (SLAs) and company support policies.
• Collaborate with team members to share knowledge and improve support processes.

Requirements

• Proven experience in technical support or customer service role, preferably with software products.
• Strong understanding of common software troubleshooting techniques.
• Excellent verbal and written communication skills in Spanish.
• Proficiency in using helpdesk software and remote support tools.
• Ability to explain technical concepts clearly to non-technical users.
• Self-motivated, organized, and capable of working independently in a remote environment.
• High school diploma or equivalent; technical certifications are a significant plus.
• A dedicated home office setup with reliable high-speed internet.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.

Benefits

Our client offers a competitive salary, comprehensive health and wellness benefits, and continuous opportunities for professional development and training. Enjoy the unparalleled flexibility and work-life balance that comes with a fully remote position. You'll be part of a collaborative and supportive team culture