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Technical Support Specialist

hace 2 meses

Monterrey, Nuevo León, México Hro A tiempo completo
Job Title: Technical Support Specialist

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our team at Hro. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients, ensuring their IT systems are running smoothly and efficiently.

Responsibilities:

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, until they've solved a technical issue
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals

Requirements and Skills:

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • B2B experience
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field (not mandatory but preferred)

What We Offer:

  • Base salary up to $23,760
  • Performance Bonus up to $2,000
  • $2,000 Hiring Bonus
  • 2 days off
  • All law benefits
  • Food coupons
  • Direct hiring

Requirements:

  • Tech Support, Hel Desk or Service Desk: 1 year (required)
  • Call Center: 1 year (preferred)

Language:

English (required)