Tier 1 Tech Support Specialist — Customer Help Desk

Helpware Inc.; Región Centro; Presencial; MXN 170.748 - 231.012; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Full law benefits

8% Savings Fund

Food vouchers after 2 months

Major Medical Insurance after 3 months

Descripción de la vacante

Helpware Inc. in Mexico is seeking a Level 1 Technical Support Specialist to assist customers with software, hardware, and account access issues. You will troubleshoot basic to intermediate problems, document resolutions, and escalate complex cases as needed.

Join a tech-savvy team delivering exceptional support experiences, with a focus on clear communication and efficient ticket handling. Training is provided, and generous benefits accompany the role.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Communication

Troubleshooting

Time management

Herramientas

Ticketing systems

CRM platforms

Help desk tools

Descripción del empleo

Helpware Inc. in Mexico is seeking a Level 1 Technical Support Specialist to assist customers with software, hardware, and account access issues. You will troubleshoot basic to intermediate problems, document resolutions, and escalate complex cases as needed.

Join a tech-savvy team delivering exceptional support experiences, with a focus on clear communication and efficient ticket handling. Training is provided, and generous benefits accompany the role.