Technical Support Specialist

hace 4 días


Guadalajara, Jalisco, México Helpware A tiempo completo

About Helpware

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.

We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

Job Overview

We are seeking a highly skilled Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing top-notch support to our clients.

Key Responsibilities:

  • Manage help desk software or ticket system
  • Document customer interactions and solutions in the support system
  • Troubleshoot and manage simple software issues using knowledge-base articles and FAQs
  • Provide help regarding the company product or services
  • Stay up-to-date with updates, and changes within the company
  • Research questions on available resources (FAQ manual)
  • Delegate complex customer issues to the L2 support

Requirements:

  • 1+ years of experience in a technical support or service role
  • High school diploma or equivalent; additional education in a technical field is a plus.
  • Certifications in relevant technologies or products are a plus
  • Basic computer skills
  • Excellent verbal and/or written communication skills
  • Basic knowledge of industry-specific software/tools
  • Familiarity with company-specific software/tools
  • Ability to convey technical information clearly
  • Empathetic
  • Problem-solving skills
  • Multitasking


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