Technical Support Agent 2 (Hybrid)

About the role

DATAMARK is looking for a Technical Support Agent in Chihuahua, working a hybrid schedule. The agent provides technical support to clients, troubleshooting software and hardware issues, guiding users through step-by-step solutions and documenting processes so that customer needs are met promptly and efficiently.

Key responsibilities

• Troubleshoot and resolve technical issues related to software, hardware and networking
• Respond to customer inquiries by phone, email and chat with professionalism and empathy
• Guide users through the installation and configuration of software or hardware solutions
• Document ongoing issues and resolutions in the ticketing system to track progress
• Work collaboratively with other team members to share insights and solutions
• Stay up to date on the latest technology trends and product information

Required profile

• Associate degree in Computer Science or a related discipline with computer classes; equivalent experience may be considered instead
• At least two years of programming experience
• Strong analytical skills and the ability to solve problems with customers by listening and understanding their needs
• Knowledge of help desk activities, including defining, implementing and monitoring escalation processes
• Customer relationship skills in a call center environment and collaboration with all business units
• Bilingual Spanish/English (C1)

Required skills

• Strong knowledge of one or more of: SQL database, reading system log files, PHP, SharePoint
• Effective verbal and written communication with technical and non-technical clients

What we offer

• All legal benefits
• Life insurance
• Savings fund
• Paid training