IT Technical Support Representative (Mexico)

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldnt find a customer service partner that was as innovative as they were they built it. Many companies view their customer care as a cost center but we believe it can be so much more! If you delight the customer listen to their feedback and use their insights to gather data about products and offerings customer care can have a strategic role in growing a business.

Role Expectations

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill providing technical support for store devices (POS systems hardware printers scanners) network troubleshooting and all company systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Documents incidents and resolutions and provides updates to the knowledge base where applicable
• Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Technology Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
• All agents must have a working camera to be used during training sessions and 1:1 conversation.
• Agents must have a working headset with a microphone speakers are not permitted for us while on calls.
• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
• All agents will be required to install third-party software in order to run the screen capture module:
  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C 2019 Redistributable 32-bit. l Framework 4.6.2or 4.7.x
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
• Download speed must be at least 25 MBPS with latency (RTT) of <200ms.
• Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5
• RAM: 16 GB

Qualifications

• 1-2 years of at least Tech Level 2 experience within BPO setting IT service desk experience is a plus
• Strong technical proficiency in hardware and networking
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma Fusion New Era PuTTY Switch IP Calculator CMC etc is highly preferred
• Experience in POS troubleshooting is an edge ALOHA experience is a plus
• Exceptional English communication skills (written and spoken)

Benefits:

• A fully remote work environment
• This is currently a contract position offering competitive wages
• Comprehensive training on our products and services.
• Career development opportunities including internal promotions.
• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature thrive in a customer-centric role and have a passion for assisting others we encourage you to apply.