Technical Support Specialist

WWEX Group; Monterrey; Híbrido; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

WWEX Group in Monterrey, Mexico, is seeking a Technical Support Specialist to provide first-line assistance for proprietary systems such as WEXNET, SpeedShip, UPS.com, WorldShip, and ShipRush. The ideal candidate holds a Bachelor’s degree with 0–2 years of experience, strong MS Office skills, and solid communication and collaboration abilities to resolve issues efficiently.

This role emphasizes timely response, issue research, coordination with vendors, and prioritizing tasks in a fast-paced

Formación

• Bachelor’s degree required.
• 0–2 years of relevant experience.
• Proficient in MS Office (Excel, Word, Outlook).

Responsabilidades

• Provide first-line technical support via phone, email, and/or a desktop support application.
• Identify, research and resolve technical issues with proprietary and third-party systems.
• Escalate issues to vendor support as needed (RackSpace, ITS, Zendesk, etc.).
• Troubleshoot basic hardware issues and test bug fixes/enhancements.
• Respond to inquiries in a timely manner and adhere to procedures.

Conocimientos

MS Office (Excel, Word, Outlook)

Hardware/software knowledge

Adaptable

Attention to detail

Communication skills

Collaboration

Time management

Prioritization

Educación

Bachelor’s degree

Descripción del empleo

PURPOSE

This position works effectively and efficiently as a part of a multi-disciplinary support team to provide business technology support services and apply best-in-class practices. Technical Support Specialists utilize technical knowledge, problem solving skills, and communication to assist others.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Understand and support the company’s proprietary systems and other third-party systems to provide guidance include, but not limited to:
  • WEXNET
  • SpeedShip
  • UPS.com
  • WorldShip
  • ShipRush
• Provide first line technical support via phone, e-mail and/or a desktop support application.
• Identify, research and resolve technical issues with company’s proprietary systems and other third-party systems.
• Work with vendor support contacts to resolve technical issues for RackSpace, ITS, Zendesk, etc.
• Troubleshoot basic hardware issues.
• Test bug fixes and enhancements.
• Redirect or escal problems as appropriate.
• Respond to inquiries in a timely manner, adhering to procedure and protocol.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• MS Office to include Excel, Word, Outlook.
• Computer hardware and software.
• Adaptable.
• Attention to detail.
• Good communication skills, both verbal and written.
• Excellent collaboration skills.
• Time management skills.
• Ability to prioritize.

QUALIFICATIONS

• Bachelor’s degree.
• 0 – 2 years of relevant experience.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment.

Physical Requirements

• NP Not Present
• O Occasional (Up to 25% of time)
• F Frequent (26%-74% of time)
• C Constant (75% or more of time)