Technical Support Expert I

About the role

The Technical Support Expert I provides expert support for payment devices, printers, and related hardware. This role combines deep technical knowledge with strong customer service skills to ensure timely resolution of hardware and connectivity issues while guiding clients clearly and maintaining service excellence.

Key responsibilities

• Follow and refine standard procedures to ensure consistent hardware support and document case outcomes in CRM systems.
• Troubleshoot and resolve issues with payment devices, printers, scanners, and peripherals, including configuration via USB, Bluetooth, or Wi‑Fi.
• Guide clients through firmware updates, driver installations, and system compatibility fixes.
• Diagnose connectivity and network issues, supporting LAN/WAN setups and IP configuration.
• Manage multiple tickets, prioritize workload, ensure SLA compliance, and collaborate with escalation teams.

Required profile

• At least 1 year of professional experience in customer success or technical support.
• Experience in fintech or SaaS environments is preferred.
• High school diploma required; associate degree in IT, networking, or hardware support preferred.
• Fluent in English and Spanish (written and verbal).

Required skills

• Hardware troubleshooting for payment devices, printers, and scanners.
• Device configuration (USB, Bluetooth, Wi‑Fi).
• Basic networking knowledge (LAN/WAN, IP addressing).
• Operating systems: Windows, Android, iOS.
• CRM and remote support tools: Salesforce, TeamViewer, LogMeIn.
• POS system integration and peripheral device support.

What we offer

• Base salary: $20,400 MXN gross per month.
• Performance bonus up to $3,660 MXN.
• Private health insurance and dental insurance.
• 20‑day Christmas bonus (Aguinaldo) and TotalPass membership.
• Professional development and career growth opportunities.