Bilingual Technical Support Specialist

Summary

Join our team as a remote technical support specialist, providing 24/7 assistance for POS devices, branch equipment, and networks across multiple locations. You will troubleshoot issues, manage support tickets, and ensure operational continuity. Responsibilities include responding to inquiries via phone and digital channels, monitoring service status, and managing user security. The role requires experience in remote support, knowledge of POS systems and networks, and excellent communication skills. You will participate in training for new projects and maintain continuous service under a 24/7 support scheme. We offer a comprehensive benefits package including flexible scheduling, paid time off, life insurance, and a savings fund.

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

Responsibilities

• 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
• 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
• Register and manage users on technical support and communication platforms
• Identify and block malicious or unwanted incoming calls to protect operations
• 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

Benefits

• 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)