Technical Support Specialist

Tricon Energy; Ciudad de México; Híbrido; MXN 279.000 - 424.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Descripción de la vacante

Tricon Energy in Mexico City, Mexico, is looking for a full-time Technical Support Specialist. The role offers hybrid work with some remote flexibility and focuses on delivering timely, high-quality assistance to end users across hardware, software, and connectivity problems.

You will troubleshoot incidents, maintain documentation in ticketing systems, escalate complex issues to appropriate technical teams, and contribute to knowledge base articles to improve self-service and support efficiency.

Formación

• Experience resolving hardware, software, and network issues.
• Strong customer service skills with clear communication.
• Ability to diagnose problems and propose effective solutions.
• Proficiency in English and Spanish, both written and spoken.
• Experience in hybrid Mexico City work environment.

Responsabilidades

• Provide end-user technical support and issue diagnosis.
• Troubleshoot hardware, software, and connectivity problems.
• Document incidents in ticketing systems and update knowledge base.
• Escalate complex issues to appropriate teams as needed.
• Collaborate with internal stakeholders and vendors to roll out updates.

Conocimientos

Technical support

Troubleshooting

Customer service

English proficiency

Spanish proficiency

Analytical thinking

Cross-functional collaboration

Hybrid work experience

Educación

IT support / Networking certification

Herramientas

Ticketing systems

Remote support tools

Office software

Descripción del empleo

Company Description

Tricon Energy is a leading global trader and distributor of industrial chemicals, dry bulk, fuels, plastic intermediates, and fertilizers. Founded in 1996, the company has grown into one of the largest privately held businesses in Houston, Texas, with multi-billion-dollar annual revenues. Tricon operates in over one hundred countries and employs professionals in nearly forty locations worldwide. The organization adds value through superior logistics, risk management, financing, and market intelligence, tailoring solutions to specific location, quality, timing, and volume needs. Tricon is committed to streamlined, client-focused services that help partners concentrate on their core business while the company manages complex global trading and distribution activities.

Role Description

This full-time Technical Support Specialist role is a hybrid position based in Mexico City, Mexico, with some work-from-home flexibility. The specialist will provide end-user technical support, including responding to technical inquiries, diagnosing issues, and resolving hardware, software, and connectivity problems. Day-to-day responsibilities include troubleshooting incidents, maintaining accurate documentation in ticketing systems, and escalating complex issues to appropriate technical teams when necessary. The role involves collaborating with internal stakeholders and vendors, supporting system updates and rollouts, and contributing to knowledge base articles to improve self-service and support efficiency. The specialist will focus on delivering timely, high-quality support to ensure user satisfaction and stable operations in a fast-paced global trading environment.

Qualifications

• Strong technical support and troubleshooting skills, with experience resolving hardware, software, and network issues.
• Customer support and customer satisfaction skills, including clear communication, empathy, and follow-through on open cases.
• Analytical skills to diagnose complex problems, interpret technical information, and recommend effective solutions.
• Ability to work in a hybrid environment in Mexico City, manage priorities, and collaborate with cross-functional teams.
• Experience with ticketing systems, remote support tools, and standard office and collaboration software.
• Relevant technical education or certifications (e.g., IT support, networking, systems administration) preferred.
• Proficiency in English and Spanish, both written and verbal, to support a global user base.
• Prior experience in a corporate or international environment is an advantage.