Technical Support Agent, Bilingual

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

📋 Description

• Address customer inquiries through chat, email, or phone.

• Diagnose and resolve technical issues along with account-related queries.

• Conduct quality-control checks for installations.

• Refer complex cases to Tier 2 or the appropriate team for further assistance.

• Keep precise and detailed records of customer interactions in the ticketing system.

• Collaborate with team members to enhance processes, documentation, and overall customer satisfaction.

• Strive to meet KPIs such as response time, resolution rate, and customer satisfaction metrics.

• Deliver first-level support to customers located in the United States and Canada.

⛳️ Requirements

• Proficient in written and spoken English.

• Basic technical knowledge or familiarity with similar products and services.

• Fundamental understanding of hardware and software.

• Experience with CRM tools is advantageous.

• Approximately one year of experience in customer service or technical support is preferred.

• Availability to work in shifts.

• A Bachelor’s degree is preferred.

• Equivalent relevant work experience will also be taken into account.

• Must possess flexibility regarding assigned working hours.

• A collaborative mindset, keen attention to detail, and a desire to learn and grow are essential.

🏝️ Benefits

• Two days off each week.

• Lunch break included within the nine-hour shift.

• Onboarding schedule from Monday to Friday, 8:00 AM to 5:00 PM.

• Scheduling needs will be accommodated whenever feasible.

• Opportunity to develop skills and advance within the company.

• A people-first, diverse, equitable, and inclusive workplace culture.