Bilingual Technical Support Specialist

3 days ago

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Lumston

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Software • e-commerce • websites • mobile apps • hardware & software solutions

51 - 200

Description

• 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)