Bilingual Technical Support Specialist

Objective:
Provide remote technical support for various systems and equipment across multiple locations, ensuring operational continuity and efficiently resolving incidents. The service will be delivered uninterrupted, 365 days a year, adhering to established quality standards.

Responsibilities:

Remote Client Support:

• Provide technical assistance for point-of-sale (POS) devices, including installation, configuration, and troubleshooting.
• Deliver remote technical support for branch equipment, managing issues related to printers, networks, and operating systems.
• Track support tickets to ensure effective resolution of reported issues.

24/7 Help Desk Support:

• Respond to support inquiries via phone and digital channels like WhatsApp and email.
• Monitor and report the daily status of operational services.
• Ensure proper handling of reports, guaranteeing timely responses.

User and System Security Management:

• Register and manage users on technical support and communication platforms.
• Identify and block malicious or unwanted incoming calls to protect operations.

Training and Support for New Projects:

• Participate in training sessions and provide technical support for new projects and systems.
• Collaborate on pilot tests and operational adjustments during the launch of new services.

Requirements

• Previous experience in remote or field technical support.

• Knowledge of installation and configuration of printers, point-of-sale (POS) systems, and networks.
• Familiarity with SQL databases and operating systems such as Windows and Linux.
• Ability to manage multiple tickets and reports simultaneously in high-demand environments.
• Availability to work rotating 6-hour shifts under a 24/7 schedule.
• Excellent communication skills for phone and digital support (WhatsApp, email).
• Flexibility and adaptability to learn and support new projects and technologies.

This role requires a proactive approach, problem-solving skills, and the ability to maintain continuous service under a 24/7 support scheme.

Benefits

• Welcome Kit
• Home Office
• Flexible Schedule
• Birthday off
• Vacations from day one
• Life insurance
• Insurance for Major Medical Expenses (50% coverage)
• Saving fund (you save 6% of your monthly salary, and we match that 6% for you)
• Support for remote work (Electricity and Internet)
• AWS Certifications
• Free courses or trainings
• English Classes
• Dining Room (Guadalajara only)
• Sports fields (Guadalajara only)
• Gym (Guadalajara only)