It Support

Compass Experience Labs; Estado de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Compass Experience Labs is seeking a Remote Customer Support professional to assist U.S.-based employees of a Quick Service Mexican Grill. This role involves providing technical support for various devices and troubleshooting network issues. Ideal candidates should have IT experience, strong communication skills, and be comfortable working in a remote environment.

Formación

• 1-2 years of IT experience in a BPO environment.
• Experience with POS troubleshooting, especially ALOHA, is a plus.
• Excellent English communication skills, both written and spoken.

Responsabilidades

• Serve as the primary contact for U.S.-based employees, providing technical support.
• Perform remote troubleshooting using diagnostic techniques.
• Document incidents and resolutions, updating the knowledge base.

Conocimientos

Hardware skills

Networking skills

Technical troubleshooting

Communication skills

Herramientas

Prisma

Fusion

PuTTY

IP Calculator

Descripción del empleo

Job Opportunity: Remote Customer Support for US-Based Company

This is a remote job opportunity working for a US-based company.

Are you ready to join a fun and engaging workplace that encourages career development? Do you want to work from home and be yourself? Welcome to Compass Experience Labs!

About Compass

We partner with brands to enhance growth through exceptional customer experience. Our founders, pioneers in the eCommerce industry, created this company to offer innovative customer care solutions. We believe customer care is strategic for business growth when it involves listening to feedback and gathering product insights.

Role Responsibilities

1. Serve as the primary contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network issues, and company systems.
2. Perform remote troubleshooting using diagnostic techniques and relevant questions.
3. Document incidents and resolutions, updating the knowledge base as needed.

Qualifications

1. 1-2 years of IT experience in a BPO environment.
2. Strong skills in hardware and networking.
3. Understanding of security best practices in regulated businesses.
4. Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc., is highly preferred.
5. POS troubleshooting experience, especially with ALOHA, is a plus.
6. Excellent English communication skills, both written and spoken.

Technology Requirements

1. A licensed Windows computer with a serial number; customized or jailbroken devices are not permitted.
2. A reliable wired internet connection, a Windows computer with a webcam, and a working microphone headset (speakers are not allowed during calls).
3. Willingness to install Crowdstrike and third-party software (including screen capture modules and required redistributables).
4. Mobile phone with DUO Mobile app for multi-factor authentication.
5. Download speed of at least 25 MBPS with low latency (RTT).