Ejecutivo de Retención y Soporte Técnico Presencial

Grupo Nach; Xico; On-site; MXN 223,000 - 357,000; Full time

Benefits offered by this job

Health insurance

Career development

Job summary

Grupo Nach is seeking a versatile Agente de Servicio al Cliente y Soporte Técnico to join the Naucalpan, State of Mexico team. This on-site role blends customer service with basic tech troubleshooting to assist clients with inquiries and ensure satisfaction.

You will troubleshoot issues, document steps in the CRM, and collaborate with colleagues to deliver effective solutions while maintaining up-to-date knowledge of product features and services.

Qualifications

• Minimum 2 years in customer service, with some technical support exposure.
• Able to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.

Responsibilities

• Respond to inquiries via phone, email, and chat, providing service and technical support.
• Troubleshoot common issues related to products or services.
• Guide customers through step-by-step technical solutions.
• Escalate complex issues to specialist teams when needed.
• Document interactions and resolutions in the CRM system.
• Maintain knowledge of product features and specifications.
• Aim for first-contact resolution for service and tech issues.
• Gather feedback to identify improvements.
• Collaborate with team and other departments to ensure a cohesive experience.

Skills

Customer service

Technical support

Communication

Teamwork

Education

High school diploma

Associate degree preferred

Tools

CRM systems

Helpdesk software

Job description

Grupo Nach is seeking a versatile Agente de Servicio al Cliente y Soporte Técnico to join the Naucalpan, State of Mexico team. This on-site role blends customer service with basic tech troubleshooting to assist clients with inquiries and ensure satisfaction.

You will troubleshoot issues, document steps in the CRM, and collaborate with colleagues to deliver effective solutions while maintaining up-to-date knowledge of product features and services.