Technical Support Representative

We are looking for a bilingual Technical Support Representative to join our hybrid team in Mexico City and support McGraw Hill’s digital products. In this role, you will assist instructors, students, and employees worldwide through phone, email, and chat.

You will troubleshoot technical issues, guide users through product features and application usage, manage escalated cases, document interactions and resolutions in the CRM, and collaborate with other teams to resolve more complex problems.

To succeed in this role, you should have:

• Fluency in English and Spanish

• At least 2 years of call center experience

• At least 2 years of customer service experience

• 2–3 years of experience working with computers and technology

• Experience using CRM, ticketing, and call center systems

• Strong troubleshooting, communication, and problem-solving skills

• The ability to take ownership of customer issues through resolution

• Availability to work onsite in Santa Fe, Mexico City, 2–3 days per week

• Flexibility to provide occasional evening, weekend, on-call, or additional-hours coverage during peak periods

Experience providing technical support in a call center, working with educational technology or learning management systems, or using JIRA is considered a plus.

This is a full-time independent contractor position offering a monthly compensation of USD 1,450. The necessary equipment will be provided.