Technical Support Agent

Datamark, Inc.; Chihuahua; On-site; MXN 25,000 - 35,000; Full time

Benefits offered by this job

All legal benefits

Life Insurance

Savings fund

Paid Training

Job summary

A technology solutions company in Mexico is seeking a dedicated Technical Support Agent to provide exceptional assistance. You will troubleshoot software and hardware issues, guide users through solutions, and maintain high customer satisfaction. Candidates should have a degree in Computer Science or equivalent experience, strong programming skills, and be bilingual in Spanish and English. Join us for competitive benefits and a collaborative work environment.

Qualifications

• Minimum of two (2) years of programming experience.
• Demonstrated analytical skills with problem-solving ability.
• Effective verbal and written communication skills.

Responsibilities

• Troubleshoot and resolve technical issues related to software, hardware, and networking.
• Respond to customer inquiries via phone, email, and chat.
• Guide users through the installation and configuration of software or hardware solutions.

Skills

Troubleshooting

Customer relationship

Analytical skills

Effective communication

Bilingual (Spanish/English)

Education

Associate’s degree in Computer Science or related discipline

Tools

SQL Database

PHP

SharePoint

Job description

Join DATAMARK, as a Technical Support Agent!

Are you passionate about technology and helping others? We are seeking a dedicated Technical Support Agent to become a vital part of our team. In this role, you will be responsible for providing exceptional technical support to our clients, ensuring that their needs are met promptly and efficiently.

Your primary responsibilities will include troubleshooting software and hardware issues, guiding users through step‑by‑step solutions, and documenting technical processes. You will play a key role in maintaining high customer satisfaction by providing clear communication and effective problem resolution.

Key Responsibilities:

• Troubleshoot and resolve technical issues related to software, hardware, and networking.
• Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
• Guide users through the installation and configuration of software or hardware solutions.
• Document ongoing issues and resolutions in our ticketing system to track progress.
• Work collaboratively with other team members to share insights and solutions.
• Stay updated on the latest technology trends and product information.

If you're ready to leverage your technical skills and contribute to a dynamic team, we encourage you to apply!

Qualifications:

• Associate’s degree in Computer Science or related discipline with computer classes. Equivalent experience may be considered in lieu of formal education.
• Minimum of two (2) years of programming experience and strong knowledge of one or more of the following technologies: SQL Database, reading system log files, PHP, SharePoint.
• Demonstrated analytical skills with the ability to problem‑solve with customers by listening, understanding and responding to their needs.
• Knowledgeable about Help Desk activities, including defining, implementing, and monitoring escalation processes.
• Customer‑relationship skills in a call‑center environment and the ability to collaborate with all business units.
• Strong analytical skills and demonstrated ability to develop solutions and alternatives that meet business goals.
• Effective verbal and written communication skills with the ability to listen and communicate with technical and non‑technical clients.
• Bilingual (Spanish/English C1).

Benefits:

• All legal benefits
• Life Insurance
• Savings fund
• Paid Training