Technical Support Representative (Hybrid)

About the role

We are looking for a motivated, tech‑savvy individual to join our team in Guadalajara as a Level 1 Technical Support Representative. You will be the first point of contact for customers seeking assistance with software, hardware, and account‑related issues, delivering clear and friendly support.

Key responsibilities

• Provide first‑level technical support via ticketing system, email, chat, and phone.
• Troubleshoot and resolve basic to intermediate issues related to software, hardware, account access and product functionality.
• Document interactions, steps taken and resolutions accurately in the ticketing platform.
• Escalate complex cases to higher‑level support teams while maintaining proper documentation.
• Maintain service‑level agreements and meet response and resolution time metrics.

Required profile

• At least 1 year of experience in BPO, help desk, technical support or customer service.
• Strong verbal and written communication skills with the ability to explain technical concepts to non‑technical users.
• Basic understanding of computer systems, operating systems, internet connectivity and common software applications.
• Courteous, professional and customer‑focused attitude.

Required skills

• Experience with ticketing systems.
• Familiarity with CRM platforms or help‑desk tools.

What we offer

• MX$18,000 gross monthly salary.
• Paid training and full legal benefits.
• 8 % Savings Fund contribution.
• MX$1,000 monthly food vouchers after two months.
• Major medical insurance after three months.