Representante de Soporte Técnico para Software (Guadalajara)

Placements24; Región Centro; On-site; MXN 201,000 - 312,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Modern workspace

Training opportunities

Job summary

Placements24 is seeking a proactive and technically adept Representante de Soporte Técnico para Software to join our Guadalajara, Jalisco team. This on-site role focuses on providing first-level technical support, diagnosing issues, and guiding users through solutions.

The ideal candidate will have strong communication skills, solid knowledge of Windows/macOS, and experience with ticketing systems. A high school diploma is required; CompTIA A+ certification is a plus.

Qualifications

• Proven experience in technical support or a similar customer-facing IT role.
• Strong knowledge of Windows and macOS operating systems and common software applications.
• Excellent problem-solving and analytical skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Familiarity with help desk software and ticketing systems.
• Ability to work effectively in a team environment.
• Adept at managing time and prioritizing tasks in an office setting.
• High school diploma or equivalent; CompTIA A+ certifications are a significant advantage.

Responsibilities

• Respond to customer support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and resolve technical hardware and software issues for end-users.
• Guide users through problem-solving processes and provide clear instructions.
• Escalate unresolved issues to the appropriate internal teams (e.g., development, engineering).
• Document all support interactions, issues, and resolutions accurately in the help desk system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Provide feedback to the product development team on common issues and potential improvements.
• Maintain a high level of customer satisfaction through excellent service.
• Stay updated on product features, updates, and common troubleshooting procedures.

Skills

Technical support experience

Windows/macOS support

Troubleshooting

Communication skills

Help desk software

Ticketing systems

Teamwork

Time management

Education

High school diploma or equivalent

CompTIA A+ certification (advantageous)

Tools

Help desk software

Ticketing systems

Job description

About the Role

Our client, a rapidly growing software company, is seeking a proactive and technically adept Representante de Soporte Técnico para Software to join their team in Guadalajara, Jalisco . This on-site role is perfect for someone passionate about technology and helping users overcome software challenges. You will be responsible for providing first-level technical support to clients, diagnosing issues, and guiding them through step-by-step solutions. The ideal candidate is patient, an excellent communicator, and possesses a strong understanding of common software applications and troubleshooting techniques. This position is vital for ensuring customer satisfaction and the smooth operation of our client's software products.

Key Responsibilities

• Respond to customer support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and resolve technical hardware and software issues for end-users.
• Guide users through problem-solving processes and provide clear instructions.
• Escalate unresolved issues to the appropriate internal teams (e.g., development, engineering).
• Document all support interactions, issues, and resolutions accurately in the help desk system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Provide feedback to the product development team on common issues and potential improvements.
• Maintain a high level of customer satisfaction through excellent service.
• Stay updated on product features, updates, and common troubleshooting procedures.

Requirements

• Proven experience in technical support or a similar customer-facing IT role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Excellent problem-solving and analytical skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Familiarity with help desk software and ticketing systems.
• Ability to work effectively in a team environment and collaborate with colleagues.
• Adept at managing time and prioritizing tasks effectively in an office setting.
• High school diploma or equivalent; technical certifications (e.g., CompTIA A+) are a significant advantage.

Benefits

This role offers a competitive salary and benefits package, including health insurance and paid time off. Employees working in our Guadalajara office benefit from a modern, collaborative workspace. Our client fosters a culture of learning and development, offering training opportunities to enhance technical skills. This is an excellent opportunity to build a career in technical support within the thriving software industry.