Technical Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Specialist assisting dealers in Mexico with software requests and troubleshooting issues. Providing first level support via calls, chats, and emails while maintaining documentation.
Responsibilities:
- Provide first level technical support for customer software applications.
- Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner.
- Initiate, update, track and close tickets through work order system.
- Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
- Recognize, document and alert the supervisor of trends in customer calls and issues.
- Escalate complex issues to appropriate staff.
- Basic understanding of Windows folder and registry structure
- Recommend process improvements.
- Manage the Phone Client to ensure calls and emails are answered promptly.
- Be accountable and responsible for procedures, cases and work assigned.
- Maintain a backlog of no more than 15 active cases (new, in progress, waiting on customer)
- Educate customers to be experts on TCS products.
- Cultivate a team environment with a fun and positive attitude.
Requirements:
- Associates Degree in Computer Science or related field. (Preferred)
- Minimum of 2 years computer and software service experience in a fast-paced business environment. (Preferred)
- Minimum of 1 years supporting customer applications via phone in technical help desk environment.
- Skilled in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)
- Demonstrated ability to work inter-departmentally to accomplish objectives
- Ability to understand customer problems and know when to ask clarifying questions.
- Ability to identify complex computer problems, analyze them, and solve them.
- Ability to describe technical information in a way that a nontechnical person can understand.
- Strong writing skills in preparing instructions, email and chat responses.
- High capacity to learn and adapt to changing technologies and service.
- Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence.
Benefits:
- Fully remote role
Similar Jobs
IT Desktop Support Technician – 2nd Shift
IT Desktop Support Technician providing remote support and on-site assistance for Kraft Kennedy clients. Collaborating with technical staff in a diverse and growing team environment.
Support and Customer Service Analyst – Mid-level
Technical Support Analyst providing customer support via chat, WhatsApp, and Google Meet for telecom products. Ensuring customer satisfaction and resolving issues related to fiber optic networks.
Senior Technical Support Engineer – Tier 2
Senior Technical Support Engineer at Oomnitza solving complex technical challenges for enterprise customers. Collaborating with engineering teams to ensure a high-quality customer experience in a fast-paced environment.
Product Support Engineer I
Product Support Engineer for Blackboard LMS, managing technical issues for users and ensuring high customer satisfaction. Collaborating with teams to improve knowledge and resolve customer inquiries.
Network Support Engineer
Network Support Engineer maintaining network infrastructure and supporting Windows/Linux servers at Centific. Responsible for network security and troubleshooting hardware/software issues.
Technical Sales Support
Technical Sales Support responsible for business development initiatives and customer relationships in consumer electronics. Collaborating with teams in Europe and supporting ODMs and IDHs in Shenzhen.
Técnico de Suporte Júnior
Support Technician providing remote IT assistance, managing systems and tools, handling technical issues and improving operational SLA. Join Quality Digital on their innovative journey.
App Dev & Support Engineer II
App Dev & Support Engineer guiding and leading Dynamics 365 development projects at Conduent. Collaborating with teams and stakeholders to deliver customized solutions and manage technical leadership.
Technical Support Engineer
Technical Support Engineer providing leadership and expertise for Offshore Wind Turbine projects. Leading troubleshooting efforts and collaborating with teams to improve service operations.
Support Engineer – Veterinary HealthTech
Support Engineer for a veterinary software company enhancing client infrastructures and managing customer technical needs remotely. Focus on onboarding, data migration, and ticket resolution.
Support Engineer – Veterinary HealthTech
Support Engineer resolving technical issues for veterinary health technology company in Mexico. Collaborating with the Customer Experience team on technical tickets in a fully remote capacity.
Support Engineer – Veterinary HealthTech
Support Engineer in a veterinary software company enhancing patient care and staff efficiency. Resolving technical tickets and collaborating with the Customer Experience team.
Support Engineer – Veterinary HealthTech
Support Engineer in a veterinary software company, resolving customer technical tickets and managing cloud infrastructure. Collaborate with teams to improve service quality and efficiency.
Técnico/a de Soporte N2, Transporte
N2 Support Technician resolving level 2 incidents in the telecommunications network for Capgemini Engineering. Working remotely from Spain with technical support responsibilities.
Technical Support Analyst
Technical Support Analyst at Raidiam managing service desk tickets and client communications. Collaborating with engineering to solve technical issues in Open Finance ecosystems.
Technical Support Representative – Tier I
Technical Support Representative providing technical support to customers across the United States. Troubleshooting Windows PCs and networking issues remotely in a collaborative environment.
Junior Support Developer
Automation Developer developing solutions for operations at Bluehost, ensuring support server uptime and identifying operational gaps through automation.
Junior Support Developer
Junior Support Developer automating support operations for Bluehost group. Focus on server uptime, operational gaps, and collaboration with technical teams.
Working Student – Technical Support
Working Student in Technical Support helping maintain AI systems for healthcare facilities. A role focused on troubleshooting, system monitoring, and documentation in a fast-paced environment.
Technical Support Specialist
Technical Support Specialist providing remote and onsite support for imaging products at Circle Cardiovascular Imaging. Analyzing and resolving customer issues with a focus on cardiology and radiology workflows.