Technical Support Specialist I

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

📋 Description

• Deliver frontline support to customers by addressing common software issues.

• Record customer interactions and ensure prompt resolution of support inquiries.

• Act as the initial point of contact for customer questions through phone, email, chat, and the support portal.

• Diagnose routine software, configuration, account access, and usability challenges.

• Reproduce reported problems, collect logs, and escalate unresolved or complex issues to the Technical Support Specialist II team.

• Create, document, and oversee support tickets within the support management system.

• Handle assigned support cases within defined Service Level Agreements (SLAs).

• Achieve or surpass established performance metrics related to productivity, quality, responsiveness, and customer satisfaction.

• Contribute to the internal knowledge base and support documentation.

⛳️ Requirements

• 1–2 years of experience in customer service, technical support, help desk, IT support, or a related area.

• Basic knowledge of web-based applications, SaaS platforms, browser technologies, operating systems, and networking fundamentals.

• Exceptional written and verbal communication skills in English, with a strong focus on customer service and a commitment to helping customers succeed.

• Strong organizational abilities and attention to detail, capable of managing multiple tasks in a dynamic environment.

• Robust problem-solving and analytical skills, with a willingness to learn and develop technical abilities over time.

• Familiarity with ticketing systems or customer service platforms is preferred.

🏝️ Benefits

• Inclusive work culture

• Learning opportunities

• Remote work