Technical Support Representative (V)

Location: Guadalajara, Mexico — hybrid, remote and in person

Salary: 18,000 MXN gross monthly

Company

hirify.global is the hiring company for this customer and technical support position.

What you will do

• Provide first-level technical support through ticketing systems, email, chat, and phone.
• Troubleshoot software, hardware, account access, connectivity, and product functionality issues.
• Document customer interactions, troubleshooting steps, and resolutions in the ticketing platform.
• Escalate unresolved or complex issues with complete case documentation.
• Follow troubleshooting procedures and knowledge base articles while maintaining SLAs and response and resolution metrics.
• Communicate technical information to non-technical users and manage multiple support requests.

Requirements

• At least 1 year of experience in BPO, help desk, technical support, IT support, or customer service.
• Strong verbal and written communication skills, including the ability to explain technical concepts clearly.
• Basic understanding of computer systems, operating systems, internet connectivity, and common software applications.
• Excellent troubleshooting, analytical, diagnostic, research, and problem-solving skills.
• Strong organizational skills and attention to detail.
• Courteous, professional, and customer-focused attitude.

Nice to have

• Experience with ticketing systems, CRM platforms, or help desk tools.

Culture & Benefits

• Full-time hybrid work in Guadalajara, combining remote and in-person work.
• Paid training.
• Full statutory benefits.
• 8% savings fund.
• 1,000 MXN monthly food vouchers after 2 months and major medical insurance after 3 months.