Technical Support Agent 2 Hybrid

Datamark, Inc.; Chihuahua; On-site; MXN 268,000 - 357,000; Full time

Benefits offered by this job

All legal benefits

Life Insurance

Savings fund

Paid Training

Job summary

Datamark, Inc. is seeking a Technical Support Agent in Chihuahua to troubleshoot software, hardware, and network issues, guiding users through solutions and ensuring high customer satisfaction. You will document processes, respond to inquiries, and collaborate with teammates to resolve complex problems.

The role requires a CS-related degree or equivalent experience, plus 2+ years of programming and strong analytical, communication, and bilingual (Spanish/English) skills.

Qualifications

• Associate degree in Computer Science or related field with computer classes.
• Equivalent experience may be considered in lieu of formal education.
• Minimum of two years of programming experience in SQL, log file analysis, PHP or SharePoint.
• Strong analytical skills with problem-solving ability for customers.
• Knowledge of Help Desk processes, escalation workflows, and ticketing systems.
• Excellent verbal and written communication; ability to interact with technical and non-technical clients.
• Bilingual Spanish/English (C1).

Responsibilities

• Troubleshoot and resolve software, hardware, and networking issues.
• Respond to inquiries via phone, email, and chat with professionalism.
• Guide users through installation and configuration of software or hardware.
• Document issues and resolutions in the ticketing system.
• Collaborate with team members to share solutions and insights.
• Stay updated on technology trends and product information.

Skills

Troubleshooting

Customer service

Communication

Bilingual (Spanish/English)

Education

Associate degree in Computer Science

Equivalent experience considered

Tools

SQL Database

Read system log files

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.

• Associates degree in Computer Science or related discipline with computer classes. Equivalent experience may be considered in lieu of formal education.
• Minimum of two (2) year of programming experience in and strong knowledge of one or more of the following technologies: SQL Database, Read system log files, PHP, Sharepoint.
• Demonstrated analytical skills with the ability to problem-solve with customers by listening, understanding and responding to the needs of the customer.
• Knowledgeable about Help Desk activities, including define, implement and monitor escalation process.
• 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).

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