Junior IT Support Specialist

Touch Support, Inc. & SNF Back Office; Región Centro; Remote; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Work from home

Learning from scratch

Career path

Certifications paid

Team environment

Job summary

Touch Support, Inc. & SNF Back Office is seeking a Junior IT Support Specialist to join our remote team from Mexico. You will respond to customer inquiries via chat, email, and phone while assisting with onboarding and technical and billing questions.

The role emphasizes customer advocacy and delivering a personalized support experience and offers full remote work and continuous learning opportunities. We value English communication, a high school diploma, and a strong interest in Linux/Windows

Qualifications

• Excellent English communication; clients are US-based.
• High school diploma.
• Interest in Linux or Windows system administration.
• Strong problem-solving and solution-oriented mindset.
• Passion for helping people and improving tech support.
• Willingness to learn quickly and grow with the company.
• Availability to work shifts in local time (morning and afternoon).

Responsibilities

• Respond to customer questions via chat, email, and phone.
• Assist in onboarding and educating customers throughout their journey.
• Answer technical and billing questions for customers.
• Advocate for customers by reporting unique questions or challenges.
• Enhance customer satisfaction by delivering a personal and effective support experience.

Skills

Excellent English communication

High school degree

Linux system administration interest

Windows system administration interest

Troubleshooting skills

Customer-oriented

Willingness to learn

Education

High School Diploma

Job description

You have always been interested in IT but haven’t yet found your way in? Or have you just started learning about technology and want to put your passion into a career? Then, this is the perfect time and place to make it happen!

Touch Support is a US-based company that works as a strategic partner to diverse technology firms and assists them with exceptional customer service. Our teams support a wide range of technologies, including Linux, Windows Servers, various Cloud platforms, and SaaS. Currently, we have over 350 employees worldwide and are rapidly expanding our IT team to work with our clients.

Our position is a completely work-from-home position, and we have long experience and success with training and onboarding new team members online.

For that reason, we are accepting applications from anywhere in Mexico!

Responsibilities and goals you’ll own:

At the moment, we are looking for several new team members to join us for our Junior IT Support Specialist role. Depending on your technical preference, experience, and ambition, you would be offered a position in one of our teams. We will use the interview process to find out what would suit you best! The daily responsibilities of a Junior IT Support Specialist are to:

• Respond to and resolve customer questions through chat, email, and telephone calls quickly and effectively
• Assist in onboarding, educating, and supporting our customers through their journey
• Help and guide our customers with technical and billing-related questions.
• Act as a customer advocate by passing along unique questions and challenges that you see our customers are experiencing
• Increase customer satisfaction and build loyalty by providing an outstanding, personal customer experience

Requirements:

We have successfully trained staff from scratch for several years and built a robust and learning-oriented environment. We believe in finding and hiring talent, individuals who possess a strong interest in the field and strong motivation to learn and succeed. Therefore, we hire for character and train the skill, and our requirements are set accordingly, with a few simple preconditions:

• Excellent communication skills in the English language, as our clients are primarily US-based
• High school degree
• Interest in developing a career in Linux system administration, Windows system administration, or troubleshooting technical and software issues with virtual Windows workstations
• Solution-oriented mindset and passion for resolving problems
• Passion for working with people and helping them to get their stuff work
• Readiness to learn quickly, lend a helping hand, and pass on the knowledge as you grow with the company.
• Ability to work in shifts in your local time (morning and afternoon shift). However, our schedules are quarterly-based, and you would keep a more stable schedule instead of daily changes.

What do we offer?

• Work from home
• Learning from scratch
• The promotional path is clearly defined, and you will know what’s required to achieve the next step in your career.
• You will be able to further your development with valuable certifications paid for by the company.
• Great teamwork environment! Even though we work from home, our team is firmly connected at any given moment to ensure everyone feels a part of the team.

Please submit your application in English. Applications submitted in any other language will not be considered.