Technical Support Representative (V)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our team is growing, and we're looking for a Technical Support Representative to join us.

Position Overview

We are looking for motivated and tech-savvy individuals who are passionate about helping customers resolve technical issues and delivering exceptional support experiences. As a Level 1 Technical Support Specialist, you will serve as the first point of contact for customers seeking technical assistance with products, services, software, or hardware-related concerns. You will troubleshoot basic to intermediate issues, document resolutions, and escalate more complex problems when necessary. Success in this role requires strong communication skills, problem-solving abilities, and comfort navigating multiple systems and tools.

What you get

• $18,000 MXN gross monthly salary
• Paid training
• Full law benefits
• 8% Savings Fund
• $1,000 MXN monthly food vouchers after 2 months
• Major Medical Insurance after 3 months

Responsibilities

• Provide first-level technical support to customers via ticketing systems, email, chat, and phone.
• Troubleshoot and resolve basic technical issues related to software, hardware, account access, and product functionality.-
• Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing platform.
• Escalate unresolved or complex technical issues to appropriate support teams while ensuring proper case documentation.
• Follow established troubleshooting procedures, workflows, and knowledge base articles.
• Maintain SLAs and meet performance metrics related to response and resolution times.
• Communicate technical information clearly and professionally to non-technical users.
• Stay up to date on product knowledge, system updates, and support processes.
• Demonstrate strong time management and prioritization skills while managing multiple support requests.
• Perform other duties and projects as assigned.

Knowledge & Experience

• At least 1 year of BPO, Help Desk, Technical Support, IT Support, or Customer Service experience.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Basic understanding of computer systems, operating systems, internet connectivity, and common software applications.
• Experience working with ticketing systems, CRM platforms, or help desk tools is preferred.
• Excellent troubleshooting and analytical problem-solving skills.
• Ability to diagnose, research, and resolve technical issues efficiently.
• Strong organizational skills and attention to detail.
• Courteous, professional, and customer-focused attitude.