Especialista de Soporte Técnico de Software - Guadalajara

Placements24; Región Centro; On-site; MXN 201,000 - 312,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Modern workspace

Training opportunities

Job summary

Placements24 is seeking a proactive and technically adept Representante de Soporte Técnico para Software to join our Guadalajara, Jalisco team. This on-site role focuses on providing first-level technical support, diagnosing issues, and guiding users through solutions.

The ideal candidate will have strong communication skills, solid knowledge of Windows/macOS, and experience with ticketing systems. A high school diploma is required; CompTIA A+ certification is a plus.

Qualifications

• Proven experience in technical support or a similar customer-facing IT role.
• Strong knowledge of Windows and macOS operating systems and common software applications.
• Excellent problem-solving and analytical skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Familiarity with help desk software and ticketing systems.
• Ability to work effectively in a team environment.
• Adept at managing time and prioritizing tasks in an office setting.
• High school diploma or equivalent; CompTIA A+ certifications are a significant advantage.

Responsibilities

• Respond to customer support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and resolve technical hardware and software issues for end-users.
• Guide users through problem-solving processes and provide clear instructions.
• Escalate unresolved issues to the appropriate internal teams (e.g., development, engineering).
• Document all support interactions, issues, and resolutions accurately in the help desk system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Provide feedback to the product development team on common issues and potential improvements.
• Maintain a high level of customer satisfaction through excellent service.
• Stay updated on product features, updates, and common troubleshooting procedures.

Skills

Technical support experience

Windows/macOS support

Troubleshooting

Communication skills

Help desk software

Ticketing systems

Teamwork

Time management

Education

High school diploma or equivalent

CompTIA A+ certification (advantageous)

Tools

Help desk software

Ticketing systems

Job description

Placements24 is seeking a proactive and technically adept Representante de Soporte Técnico para Software to join our Guadalajara, Jalisco team. This on-site role focuses on providing first-level technical support, diagnosing issues, and guiding users through solutions.

The ideal candidate will have strong communication skills, solid knowledge of Windows/macOS, and experience with ticketing systems. A high school diploma is required; CompTIA A+ certification is a plus.