Level 1 Tech Support Specialist — First-Line Troubleshooter

Helpware; Región Centro; Presencial; MXN 182.800 - 218.959; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Full law benefits

8% Savings Fund

MXN 1000 food vouchers after 2 months

Major Medical Insurance after 3 months

Descripción de la vacante

Helpware is expanding its team in Mexico and seeks a Level 1 Technical Support Specialist to be the first point of contact for customers needing assistance with products, services, software, or hardware. You will troubleshoot and resolve basic issues, document resolutions, and escalate more complex cases as needed.

The role requires strong communication, problem-solving, and the ability to navigate multiple systems. Training is provided, and benefits are included.

Formación

• 1+ year of BPO/Technical Support/Customer Service experience.
• Strong verbal and written communication skills.
• Basic understanding of computers, OS, internet, and common apps.

Responsabilidades

• Provide first-level technical support via ticketing, email, chat, and phone.
• Troubleshoot basic software/hardware issues and document resolutions.
• Escalate complex issues to appropriate teams and maintain case notes.
• Follow knowledge base and procedures to meet SLAs and response times.
• Communicate technical information clearly to non-technical users.
• Stay updated on product knowledge and support processes.

Conocimientos

Technical support

BPO experience

Customer service

Clear communication

Problem solving

Herramientas

Ticketing systems

CRM platforms

Help desk tools

Descripción del empleo

Helpware is expanding its team in Mexico and seeks a Level 1 Technical Support Specialist to be the first point of contact for customers needing assistance with products, services, software, or hardware. You will troubleshoot and resolve basic issues, document resolutions, and escalate more complex cases as needed.

The role requires strong communication, problem-solving, and the ability to navigate multiple systems. Training is provided, and benefits are included.