IT Support Associate (Mexico)

Compass Experience Labs; Ciudad de México; A distancia; USD 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated IT support professional to join their team in a fully remote capacity. This role involves acting as the primary contact for U.S.-based employees, providing essential technical support for various store devices and systems. Candidates should possess strong technical skills, particularly in hardware and networking, and have a passion for delivering exceptional customer service. With a focus on growth and inclusivity, this company offers a supportive work environment and comprehensive training, making it an ideal opportunity for those looking to thrive in a customer-centric role.

Servicios

Comprehensive training

Positive work culture

Diversity and inclusivity

Remote work environment

Formación

• Strong technical proficiency in hardware and networking is essential.
• Exceptional English communication skills are required for this role.

Responsabilidades

• Provide technical support for store devices and network troubleshooting.
• Document incidents and resolutions and update the knowledge base.

Conocimientos

Technical Support

Network Troubleshooting

Customer Service

English Communication

Hardware Proficiency

Educación

1-2 years of IT experience

Herramientas

Prisma

Fusion

New Era

PuTTY

Switch

IP Calculator

CMC

ALOHA

Descripción del empleo

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Job Responsibilities

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Document incidents and resolutions and provide updates to the knowledge base where applicable.

Qualifications

• 1-2 years of IT experience within BPO setting.
• Strong technical proficiency in hardware and networking.
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc. is highly preferred.
• Experience in POS troubleshooting is an edge; ALOHA experience is a plus.
• Exceptional English communication skills (written and spoken).
• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
• All agents must have a working camera to be used during training sessions and 1:1 conversations.
• Agents must have a working headset with a microphone; speakers are not permitted while on calls.
• Agents must be willing to have Crowdstrike installed on their personal computer/laptop.
• All agents will be required to install third-party software in order to run the screen capture module:
• Screen Capture Module, Microsoft Windows Installer 2.0 or later
• Microsoft Visual C++ 2019 Redistributable 32-bit
• Microsoft .NET Framework 4.6.2 or 4.7.x
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
• Download speed must be at least 25 MBPS with latency (RTT) of <200ms.
• Processor: Intel Core i7 with 500 GB HDD / AMD Ryzen 7.
• RAM: 16 GB.
• A fully remote work environment.
• This is currently a contract position, offering competitive wages.
• Comprehensive training on our products and services.
• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.