Technical Support Representative (V)

Helpware; Región Centro; Presencial; MXN 182.800 - 218.959; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Full law benefits

8% Savings Fund

MXN 1000 food vouchers after 2 months

Major Medical Insurance after 3 months

Descripción de la vacante

Helpware is expanding its team in Mexico and seeks a Level 1 Technical Support Specialist to be the first point of contact for customers needing assistance with products, services, software, or hardware. You will troubleshoot and resolve basic issues, document resolutions, and escalate more complex cases as needed.

The role requires strong communication, problem-solving, and the ability to navigate multiple systems. Training is provided, and benefits are included.

Formación

• 1+ year of BPO/Technical Support/Customer Service experience.
• Strong verbal and written communication skills.
• Basic understanding of computers, OS, internet, and common apps.

Responsabilidades

• Provide first-level technical support via ticketing, email, chat, and phone.
• Troubleshoot basic software/hardware issues and document resolutions.
• Escalate complex issues to appropriate teams and maintain case notes.
• Follow knowledge base and procedures to meet SLAs and response times.
• Communicate technical information clearly to non-technical users.
• Stay updated on product knowledge and support processes.

Conocimientos

Technical support

BPO experience

Customer service

Clear communication

Problem solving

Herramientas

Ticketing systems

CRM platforms

Help desk tools

Descripción del empleo

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our team is growing, and we're looking for a Technical Support Representative to join us.

Position Overview

We are looking for motivated and tech-savvy individuals who are passionate about helping customers resolve technical issues and delivering exceptional support experiences. As a Level 1 Technical Support Specialist, you will serve as the first point of contact for customers seeking technical assistance with products, services, software, or hardware-related concerns. You will troubleshoot basic to intermediate issues, document resolutions, and elevate more complex problems when necessary. Success in this role requires strong communication skills, problem-solving abilities, and comfort navigating multiple systems and tools.

What you get

• $18,000 MXN gross monthly salary
• Paid training
• Full law benefits
• 8% Savings Fund
• $1,000 MXN monthly food vouchers after 2 months
• Major Medical Insurance after 3 months

Responsibilities

• Provide first-level technical support to customers via ticketing systems, email, chat, and phone.
• Troubleshoot and resolve basic technical issues related to software, hardware, account access, and product functionality.-
• Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing platform.
• Escalate unresolved or complex technical issues to appropriate support teams while ensuring proper case documentation.
• Follow established troubleshooting procedures, workflows, and knowledge base articles.
• Maintain SLAs and meet performance metrics related to response and resolution times.
• Communicate technical information clearly and professionally to non-technical users.
• Stay up to date on product knowledge, system updates, and support processes.
• Demonstrate strong time management and prioritization skills while managing multiple support requests.
• Perform other duties and projects as assigned.

Knowledge & Experience

• At least 1 year of BPO, Help Desk, Technical Support, IT Support, or Customer Service experience.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Basic understanding of computer systems, operating systems, internet connectivity, and common software applications.
• Experience working with ticketing systems, CRM platforms, or help desk tools is preferred.
• Excellent troubleshooting and analytical problem-solving skills.
• Ability to diagnose, research, and resolve technical issues efficiently.
• Strong organizational skills and attention to detail.
• Courteous, professional, and customer-focused attitude.