Especialista De Soporte Técnico Remoto E Implementaciones

Bcd Travel; Monterrey; Remote; MXN 134,000 - 201,000; Full time

Benefits offered by this job

Competitive salary

Job summary

Nuestro cliente está buscando un Agente de Soporte Técnico para unirse a su equipo de atención al cliente de forma remota. La persona ideal resolverá incidencias de hardware, software y red y explicará conceptos técnicos a usuarios no técnicos desde casa.

Se valorará experiencia en soporte remoto, certificaciones técnicas y fluidez en español. El puesto ofrece formato de trabajo remoto con horarios flexibles y oportunidades de desarrollo.

Qualifications

• Se requiere diploma de secundaria; certificaciones técnicas son una ventaja.
• Experiencia en rol de soporte técnico, preferentemente remoto.
• Conocimientos sólidos de hardware, sistemas Windows y macOS.
• Fluidez verbal y escrita en español; capacidad de explicar conceptos técnicos.

Responsibilities

• Proporcionar soporte técnico de primer nivel por teléfono, correo y herramientas de escritorio remoto.
• Diagnosticar y resolver problemas de hardware, software y red.
• Instalar, configurar y actualizar software y sistemas operativos.
• Guiar a los usuarios con soluciones paso a paso.
• Escalar problemas no resueltos al personal superior y documentar.
• Mantener registros de solicitudes en el sistema de tickets.
• Crear y actualizar guías de solución de problemas."
• Identificar proactivamente problemas y sugerir medidas preventivas.
• Asegurar la satisfacción del cliente con una asistencia rápida y amable.

Skills

Soporte técnico

Trabajo remoto

Conocimientos de hardware

Windows/macOS

Redes (básico)

Solución de problemas

Español fluido

Comunicación

Herramientas de tickets

Herramientas de escritorio remoto

Education

Diploma de secundaria

CompTIA A+

CompTIA Network+

Tools

Herramientas de escritorio remoto

Sistemas de tickets

Job description

Our client is seeking a proactive and technically skilled Agente de Soporte Técnico to join their customer service team remotely. This role is essential for providing timely and effective technical assistance to users encountering hardware, software, or network issues. The ideal candidate will have a strong aptitude for problem-solving, excellent communication skills, and the ability to explain technical concepts clearly to non-technical users. You will be part of a dedicated remote team, ensuring that our clients receive the highest level of support, troubleshooting, and resolution for their technical challenges, from the comfort of your own home.

About the Role

Our client is seeking a proactive and technically skilled Agente de Soporte Técnico to join their customer service team remotely. This role is essential for providing timely and effective technical assistance to users encountering hardware, software, or network issues. The ideal candidate will have a strong aptitude for problem-solving, excellent communication skills, and the ability to explain technical concepts clearly to non-technical users. You will be part of a dedicated remote team, ensuring that our clients receive the highest level of support, troubleshooting, and resolution for their technical challenges, from the comfort of your own home.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote desktop tools.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Install, configure, and update software applications and operating systems.
• Guide users through step-by-step solutions for technical problems.
• Escalate unresolved issues to senior technical staff or specialized teams, providing detailed documentation.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and troubleshooting guides for common issues.
• Proactively identify potential technical problems and suggest preventative measures.
• Ensure customer satisfaction by providing prompt, efficient, and friendly technical assistance.

Requirements

• High school diploma or equivalent; technical certifications (e.g., CompTIA A+, Network+) are a strong asset.
• Proven experience in a technical support role, preferably in a remote setting.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with network protocols and troubleshooting basic network connectivity issues.
• Excellent problem-solving and diagnostic skills.
• Outstanding verbal and written communication skills in Spanish, with the ability to articulate technical information clearly.
• Ability to work independently with minimal supervision and manage time effectively.
• Experience with remote support tools and ticketing systems.
• A dedicated, quiet workspace with a reliable high-speed internet connection.

Benefits

Our client offers a competitive salary, performance