Technical Support Agent

Cart.com; Santiago de Querétaro; Presencial; MXN 178.000 - 213.000; Jornada completa

Descripción de la vacante

Cart.com in Querétaro seeks a Technical Support Agent to provide advanced technical support for hardware, software, networking, and connectivity issues. You will diagnose and resolve escalated tickets and collaborate with internal teams to ensure timely resolution.

The ideal candidate combines strong customer service skills with hands-on networking knowledge, VPN connectivity, Windows environments, and Help Desk operations.

Formación

• High School Diploma required.
• Previous Help Desk, Service Desk, Desktop Support, or Technical Support experience.
• Advanced English communication skills (written and verbal, C1++).

Responsabilidades

• Provide advanced technical support for hardware, software, networking, and connectivity issues.
• Troubleshoot and resolve escalated Tier I support tickets.
• Support VPN, DNS, TCP/IP, wireless networks, routers, switches, and access points.
• Assist end users via phone, email, chat, and ticketing platforms.
• Document incidents and maintain accurate support records.
• Collaborate with internal teams, engineers, and vendors to resolve complex technical issues.
• Participate in training, knowledge sharing, and continuous improvement initiatives.

Conocimientos

Advanced English

Troubleshooting

Customer service

Networking basics

Educación

High School Diploma

Descripción del empleo

The Technical Support Agent is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, networking, internet connectivity, and system-related issues. This role perform deeper troubleshooting and working closely with internal teams, client engineers, and third-party vendors to ensure timely resolution of technical incidents.

The ideal candidate combines strong customer service skills with hands-on technical knowledge in networking, VPN connectivity, Windows environments, and Help Desk operations. Success in this role requires excellent problem-solving abilities, attention to detail, and the ability to communicate complex technical information clearly in English.

Responsibilities:

• Provide advanced technical support for hardware, software, networking, and connectivity issues.
• Troubleshoot and resolve escalated Tier I support tickets.
• Support VPN, DNS, TCP/IP, wireless networks, routers, switches, and access points.
• Assist end users via phone, email, chat, and ticketing platforms.
• Document incidents and maintain accurate support records.
• Collaborate with internal teams, engineers, and vendors to resolve complex technical issues.
• Participate in training, knowledge sharing, and continuous improvement initiatives.

Who You Are

• You are a customer-focused technical professional who enjoys solving problems and helping users.
• You have strong analytical and troubleshooting skills, allowing you to identify issues quickly and provide effective solutions.
• You can explain technical concepts clearly to non-technical users.
• You remain calm, professional, and solution-oriented under pressure.
• You are highly organized and able to manage multiple incidents simultaneously.
• You possess excellent verbal and written communication skills in English.
• You are comfortable working in a fast-paced, metrics-driven support environment.
• You take ownership of issues through resolution and consistently follow through on commitments.
• You are eager to learn, adapt to new technologies, and support continuous improvement initiatives.
• You demonstrate integrity, professionalism, accountability, and a strong commitment to customer satisfaction.

Qualifications

• High School Diploma or equivalent required.
• Previous Help Desk, Service Desk, Desktop Support, or Technical Support experience required.
• Advanced English communication skills (written and verbal, C1++).
• Ability to work with confidential and sensitive information while maintaining strict data security standards.
• $17,500.00 MXN monthly gross salary
• 30 day contract, 60 day contract, then open-ended