Technical Support Agent 2 Hybrid

DATAMARK, Inc.; Chihuahua; Híbrido; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life Insurance

Savings fund

Paid Training

All legal benefits

Descripción de la vacante

DATAMARK, Inc. seeks a Technical Support Agent to deliver prompt technical assistance to clients, troubleshooting software, hardware, and networking issues. You will document resolutions and guide users through setup steps, maintaining high customer satisfaction.

We value analytical thinkers with strong communication, bilingual Spanish/English skills, and the ability to work with cross-functional teams. Associates degree in CS and 2 years of related experience are preferred.

Formación

• Associates degree in Computer Science or related discipline.
• Minimum of two years programming experience in SQL, read system log files, PHP, or SharePoint.
• Demonstrated analytical and problem-solving skills with customers.
• Bilingual Spanish/English (C1) required.

Responsabilidades

• 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 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.

Conocimientos

Analytical thinking

Customer service

Communication

Spanish/English bilingual

Educación

Associate degree in Computer Science or related discipline

Herramientas

SQL Database

Read system logs

PHP

SharePoint

Descripción del empleo

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