Job Description
Helpdesk Senior Associate – Desktop Support Senior Associate
Location: Guadalajara, Jalisco, Mexico – Remote work available.
Responsibilities
- Provide Level 1 support for hardware and Microsoft Office packages.
- Answer technical support calls and provide troubleshooting guidance.
- Document troubleshooting steps and detailed description of customer incidents and requests.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Assist with quality management system activities including audits, reports, and metrics for service desk teams.
- Monitor agent calls and ensure customer experience and technical excellence.
Qualifications
- Availability to work 45 hours per week – willing to work any shift.
- Advanced English language proficiency (Portuguese and Spanish optional).
- Minimum 6 months of experience in customer serv...