Technical Support Representative – Level 1 (Hybrid)

About the role

We are seeking a motivated Level 1 Technical Support Representative to join our Operations team in Guadalajara. In this hybrid position you will be the first point of contact for customers, helping them resolve software, hardware, and account‑related issues while delivering a professional and friendly experience.

Key responsibilities

• Provide first‑level support through ticketing systems, email, chat and phone.
• Troubleshoot and resolve basic to intermediate technical problems involving operating systems, internet connectivity and common software applications.
• Accurately document interactions, steps taken and resolutions in the ticketing platform.
• Escalate complex cases to higher‑level teams with proper case documentation.
• Follow established procedures, knowledge‑base articles and maintain SLA targets for response and resolution times.
• Communicate technical information clearly to non‑technical users and stay updated on product and system changes.
• Manage multiple requests efficiently and contribute to additional projects as assigned.

Required profile

• Minimum 1 year experience in BPO, help desk, technical support or customer service.
• Strong verbal and written communication skills with a customer‑focused attitude.
• Basic understanding of computer systems, operating systems, internet connectivity and common software.
• Experience with ticketing or CRM platforms is preferred.
• Excellent analytical and problem‑solving abilities, strong organization and attention to detail.

Required skills

• Operating systems
• Internet connectivity
• Ticketing systems
• CRM platforms
• Help desk tools

What we offer

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