Technical Support Mexico

About TalentWorldGroup

At TalentWorldGroup we think globally and strive for excellence. As a pioneering multilingual contact center we are redefining remote work by building the workplace of the future. We offer flexible long-term opportunities for professionals who are passionate about service and innovation.

Position Overview

We are seeking experienced technically proficient and organized professionals to join our remote call center operations. Fluent English and Spanish (LATAM) skills are required.

This role supports a high-quality home-based project in the online health industry specifically providing first-level technical support for peritoneal dialysis patients who dialyze at home using cyclers. The position involves inbound and outbound customer service multitasking across simultaneous cases and calls and providing both technical troubleshooting and patient education.

Key Responsibilities

• Provide technical support and operational assistance over the phone to chronic renal patients using peritoneal dialysis cyclers.
• Educate patients on troubleshooting alarms and therapy processes ensuring a compassionate patient-centered approach.
• Serve as the first point of contact for technical issues; escalate clinical concerns to nursing staff as needed.
• Document all customer interactions accurately and in a timely manner.
• Analyze call data and share customer feedback to improve service quality.
• Collaborate with internal teams via clear documented communication.
• Coordinate device exchanges when necessary.
• Maintain and improve troubleshooting trees and reference materials.
• Adhere to all environmental health safety and departmental policies.
• Proactively seek enhancements to improve customer experience and equipment reliability.

Requirements

• Fluent English and Spanish (LATAM).
• Associates degree or equivalent experience.
• 2-4 years of related experience in a call center or customer contact environment.
• Previous experience with dialysis therapy patients is a plus.
• Proven technical troubleshooting skills and ability to remain calm under pressure.
• Excellent verbal and written communication skills.
• Strong multitasking skills: handling multiple live calls and cases simultaneously.
• Solid computer literacy with experience in online platforms and tools.
• Experience with inbound and outbound customer interactions.
• Ability to exercise independent judgment and maintain confidentiality.
• Experience with Zendesk Salesforce Slack or similar platforms is desirable.
• Background in technical support (electronics machinery or industrial sectors) is a plus.
• Familiarity with online team collaboration tools preferred.

Mandatory Technical Requirements

• Internet: Stable wired broadband with minimum 50 Mb/s.
• Hardware:
• Processor: Intel Core i5 or minimum 1.8 GHz (64-bit preferred)
• RAM: 16 GB (minimum 8GB)
• Storage: 120 GB SSD (minimum 10GB free)
• Screen resolution: 1920x1080 preferred
• Wired USB headset
• Operating System: Windows 11

Training & Production Hours

Training Schedule (2 Weeks)

• 4 hours/day of live online classes
• 2 hours/day of self-study
• Monday to Friday
• Expected training time: Between 3PM to 7PM Central European Summer Time

Production Hours

• Operating: Flexible within 8:00 AM to 5:00 PM (Mexico City GMT-6)
• Expected work time: 4 hours/day

What We Offer

• 100% Remote Work
• Flexible project-based assignments
• Long-term collaboration opportunities
• Career development and learning paths
• Gamification program with performance-based bonuses and paid holiday hours
• Freelance cooperation agreement

Join Us

If you are customer-focused tech-savvy and thrive in a fast-paced remote environment we would love to hear from you.