Technical Support Specialist I
New
M
MitratechEnterprise Software
Remote MexicoFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–2 years
- Required Skills
- Customer serviceNetworkingTroubleshootingTechnical supportSaaS
Requirements
- 1–2 years of experience in customer service, technical support, help desk, or IT support.
- Excellent written and verbal English communication skills.
- Basic understanding of web-based applications and SaaS platforms.
- Familiarity with browser technologies, operating systems, and networking fundamentals.
- Strong organizational skills and attention to detail.
- Strong problem-solving and analytical abilities.
- Bachelor’s degree in Computer Science, IT, or Information Systems preferred, or equivalent experience.
- Familiarity with ticketing systems or customer service platforms is preferred.
Responsibilities
- Serve as the first point of contact for customer inquiries via phone, email, chat, and support portal.
- Troubleshoot routine software, configuration, account access, and usability issues using established procedures and knowledge base articles.
- Reproduce reported issues, gather logs, and escalate complex cases to senior team members with thorough documentation.
- Create, document, and manage support tickets to ensure accurate case notes and timely resolution.
- Manage assigned support cases within established SLAs, prioritizing requests based on urgency.
- Meet performance metrics related to productivity, quality, responsiveness, and customer satisfaction.
- Contribute to internal knowledge base content and support documentation.
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