Technical Support Representative (V)

Helpware Inc.; Región Centro; Hybrid; MXN 183,000 - 219,000; Full time

Benefits offered by this job

Paid training

Full law benefits

8% Savings Fund

Food vouchers

Major Medical Insurance

Job summary

Helpware Inc. in Guadalajara (Hybrid) is seeking a motivated Level 1 Technical Support Specialist to be the first contact for customers seeking technical help. You will troubleshoot basic issues, document steps, and escalate more complex problems as needed.

Ideal candidates have at least 1 year in BPO, Help Desk, or IT Support, with strong verbal and written communication and a proactive, customer-focused attitude. The role offers a monthly gross salary with additional benefits and insurance.

Qualifications

• 1+ year in BPO, Help Desk, Technical Support, IT Support, or Customer Service.
• Strong verbal and written communication skills; ability to explain technical concepts clearly.
• Basic understanding of computer systems, OS, internet connectivity, and common software applications.

Responsibilities

• Provide first-level technical support via ticketing systems, email, chat, and phone.
• Troubleshoot and resolve basic tech issues related to software, hardware, or account access.
• Document customer interactions, steps, and resolutions in the ticketing platform.
• Escalate complex issues to appropriate teams with proper documentation.
• Follow troubleshooting procedures and knowledge base; adhere to SLAs and metrics.
• Communicate technical information clearly to non-technical users.
• Stay up-to-date on product knowledge and support processes.
• Demonstrate time management while handling multiple requests.
• Perform other duties and projects as assigned.

Skills

Verbal communication

Written communication

Troubleshooting

Time management

Customer-focused

Tools

Ticketing systems

CRM platforms

Help desk tools

Job description

Technical Support Representative | Guadalajara | Hybrid

$18,000 MXN Gross + 8% Savings Fund +$1,0000 Food Vouchers + Major Medical Insurance

Here’s the deal!

We are looking for a 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.

Your day-to-day!

• 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.

What you need

• 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.

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