Technical Support Representative (V)

About Us

Helpware is a technology-driven company with offices in the USA Ukraine Mexico and the Philippines that provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams innovative solutions and technologies.

Our team is growing and were looking for a Technical Support Representative to join us.

Position Overview

We are looking for motivated and tech-savvy individuals who are passionate about helping customers resolve technical issues and delivering exceptional support experiences. As a Level 1 Technical Support Specialist you will serve as the first point of contact for customers seeking technical assistance with products services software or hardware-related concerns. You will troubleshoot basic to intermediate issues document resolutions and escalate more complex problems when necessary. Success in this role requires strong communication skills problem-solving abilities and comfort navigating multiple systems and tools.

What you get

• $18000 MXN gross monthly salary
• Paid training
• Full law benefits
• 8% Savings Fund
• $1000 MXN monthly food vouchers after 2 months
• Major Medical Insurance after 3 months

Responsibilities

• Provide first-level technical support to customers via ticketing systems email chat and phone.
• Troubleshoot and resolve basic technical issues related to software hardware account access and product functionality.-
• Document customer interactions troubleshooting steps and resolutions accurately within the ticketing platform.
• Escalate unresolved or complex technical issues to appropriate support teams while ensuring proper case documentation.
• Follow established troubleshooting procedures workflows and knowledge base articles.
• Maintain SLAs and meet performance metrics related to response and resolution times.
• Communicate technical information clearly and professionally to non-technical users.
• Stay up to date on product knowledge system updates and support processes.
• Demonstrate strong time management and prioritization skills while managing multiple support requests.
• Perform other duties and projects as assigned.

Knowledge & Experience

• At least 1 year of BPO Help Desk Technical Support IT Support or Customer Service experience.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Basic understanding of computer systems operating systems internet connectivity and common software applications.
• Experience working with ticketing systems CRM platforms or help desk tools is preferred.
• Excellent troubleshooting and analytical problem-solving skills.
• Ability to diagnose research and resolve technical issues efficiently.
• Strong organizational skills and attention to detail.
• Courteous professional and customer-focused attitude.