Associate Tech Support Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver technical support via phone, email, and ticketing systems for software, hardware, and mobile applications.

• Diagnose and resolve customer issues using established procedures and troubleshooting techniques.

• Assess moderately complex issues and create effective solutions that align with support protocols.

• Accurately document all cases, actions taken, and resolutions in CRM or ticket management systems.

• Prioritize, manage, and resolve assigned cases within specified service levels.

• Escalate unresolved problems or system defects to Tier 2 support with the appropriate documentation.

• Identify recurring issues and report trends related to software or hardware performance.

• Assist customers with system configuration, setup, and optimal application usage.

• Guide customers on best practices for utilizing systems and mobile platforms.

• Support internal reporting needs, including updates on case status and tracking progress.

• Work collaboratively with internal teams to address cross-functional technical challenges.

• Carry out additional responsibilities such as case reviews, customer follow-ups, and assigned support tasks.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Systems, or a related field is preferred.

• 1 to 2 years of experience in technical support, IT support, or customer service.

• Recent graduates are welcome to apply.

• Basic understanding of operating systems, software applications, and troubleshooting methodologies.

• Familiarity with databases and general system architecture concepts is advantageous.

• Experience with CRM or ticketing systems is preferred.

• Excellent written and verbal communication skills.

• Ability to adhere to defined processes and apply logical problem-solving skills.

• Strong organizational and time management capabilities.

• Capacity to handle multiple tasks in a fast-paced environment.

• Detail-oriented with sound judgment and decision-making abilities.

• Proficiency in English is required.

🏝️ Benefits

• 24/7 operational support with flexible scheduling options when necessary.