Hybrid Tech Support Rep (L1) - 8% Savings Fund, Food Vouchers

Helpware Inc.; Región Centro; Hybrid; MXN 183,000 - 219,000; Full time

Benefits offered by this job

Paid training

Full law benefits

8% Savings Fund

Food vouchers

Major Medical Insurance

Job summary

Helpware Inc. in Guadalajara (Hybrid) is seeking a motivated Level 1 Technical Support Specialist to be the first contact for customers seeking technical help. You will troubleshoot basic issues, document steps, and escalate more complex problems as needed.

Ideal candidates have at least 1 year in BPO, Help Desk, or IT Support, with strong verbal and written communication and a proactive, customer-focused attitude. The role offers a monthly gross salary with additional benefits and insurance.

Qualifications

• 1+ year in BPO, Help Desk, Technical Support, IT Support, or Customer Service.
• Strong verbal and written communication skills; ability to explain technical concepts clearly.
• Basic understanding of computer systems, OS, internet connectivity, and common software applications.

Responsibilities

• Provide first-level technical support via ticketing systems, email, chat, and phone.
• Troubleshoot and resolve basic tech issues related to software, hardware, or account access.
• Document customer interactions, steps, and resolutions in the ticketing platform.
• Escalate complex issues to appropriate teams with proper documentation.
• Follow troubleshooting procedures and knowledge base; adhere to SLAs and metrics.
• Communicate technical information clearly to non-technical users.
• Stay up-to-date on product knowledge and support processes.
• Demonstrate time management while handling multiple requests.
• Perform other duties and projects as assigned.

Skills

Verbal communication

Written communication

Troubleshooting

Time management

Customer-focused

Tools

Ticketing systems

CRM platforms

Help desk tools

Job description

Helpware Inc. in Guadalajara (Hybrid) is seeking a motivated Level 1 Technical Support Specialist to be the first contact for customers seeking technical help. You will troubleshoot basic issues, document steps, and escalate more complex problems as needed.

Ideal candidates have at least 1 year in BPO, Help Desk, or IT Support, with strong verbal and written communication and a proactive, customer-focused attitude. The role offers a monthly gross salary with additional benefits and insurance.