Test Service / Técnico De Service

Dräxlmaier; Tepic; Remote; MXN 180,000 - 270,000; Full time

Job summary

Dräxlmaier busca un Representante de Servicio al Cliente Remoto - Soporte Técnico para unirse a su equipo, brindando asistencia técnica de alta calidad a usuarios de soluciones de software desde casa. Se valora la comunicación clara, resolución de problemas y una actitud proactiva para la satisfacción del cliente.

Este rol requiere experiencia en soporte técnico, dominio de herramientas de helpdesk y capacidad para explicar conceptos técnicos a usuarios no técnicos.

Qualifications

• Experiencia previa en soporte técnico o atención al cliente, preferentemente con productos de software.
• Sólidos conocimientos de técnicas comunes de resolución de problemas de software.
• Excelentes habilidades de comunicación verbal y escrita en español.
• Competencia en el uso de software de helpdesk y herramientas de soporte remoto.
• Capacidad para explicar conceptos técnicos de forma clara a usuarios no técnicos.
• Autodirección, organización y capacidad para trabajar de forma independiente desde casa.
• Diploma de secundaria o equivalente; certificaciones técnicas son un plus.

Responsibilities

• Proporcionar soporte técnico a clientes por teléfono, correo y chat.
• Diagnosticar y resolver problemas de software.
• Guiar a clientes a través de características del producto, pasos de solución y mejores prácticas.
• Escalar problemas técnicos complejos a soporte de mayor nivel o ingeniería.
• Mantener registros detallados de interacciones y problemas técnicos.
• Contribuir al desarrollo y mantenimiento de una base de conocimiento.
• Identificar tendencias en problemas de clientes y dar feedback para mejoras de producto.
• Garantizar satisfacción del cliente con resoluciones rápidas y precisas.
• Cumplir SLAs y políticas de soporte.
• Colaborar con el equipo para compartir conocimiento y mejorar procesos.

Skills

Experiencia en soporte técnico

Resolución de problemas de software

Comunicación en español

Herramientas de helpdesk

Explicación técnica clara

Trabajo remoto independiente

Empatía y paciencia

Multitarea

Education

Educación secundaria

Job description

Our client is seeking a skilled and empathetic Representante de Servicio al Cliente Remoto - Soporte Técnico to join their fully remote team. This role is essential for providing high-quality technical assistance and customer support to users of our client's innovative software solutions. As a remote-first company, we value clear communication, problem-solving skills, and a proactive approach to customer satisfaction. You will be instrumental in troubleshooting issues, guiding users, and ensuring a seamless technical experience. This is an excellent opportunity for a technically adept individual residing anywhere in Mexico to build a career in customer support, working from the comfort of their home office, and contributing to a company that is at the forefront of its industry.

About the Role

Our client is seeking a skilled and empathetic Representante de Servicio al Cliente Remoto - Soporte Técnico to join their fully remote team. This role is essential for providing high-quality technical assistance and customer support to users of our client's innovative software solutions. As a remote-first company, we value clear communication, problem-solving skills, and a proactive approach to customer satisfaction. You will be instrumental in troubleshooting issues, guiding users, and ensuring a seamless technical experience. This is an excellent opportunity for a technically adept individual residing anywhere in Mexico to build a career in customer support, working from the comfort of their home office, and contributing to a company that is at the forefront of its industry.

Key Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and resolve software-related issues efficiently and effectively.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex technical problems to higher-level support or engineering teams.
• Maintain accurate and detailed records of customer interactions and technical issues.
• Contribute to the development and maintenance of a comprehensive knowledge base.
• Proactively identify trends in customer issues and provide feedback for product improvement.
• Ensure customer satisfaction by delivering timely and accurate resolutions.
• Adhere to service level agreements (SLAs) and company support policies.
• Collaborate with team members to share knowledge and improve support processes.

Requirements

• Proven experience in technical support or customer service role, preferably with software products.
• Strong understanding of common software troubleshooting techniques.
• Excellent verbal and written communication skills in Spanish.
• Proficiency in using helpdesk software and remote support tools.
• Ability to explain technical concepts clearly to non-technical users.
• Self-motivated, organized, and capable of working independently in a remote environment.
• High school diploma or equivalent; technical certifications are a significant plus.
• A dedicated home office setup with reliable high-speed internet.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.

Benefits

Our client offers a competitive salary, comprehensive health and wellness benefits, and continuous opportunities for professional development and training. Enjoy the unparalleled flexibility and work-life balance that comes with a fully remote position. You'll be part of a collaborative and supportive team culture