Technical Support Representative (V)

Helpware helpware.com Open · verified Oct 24, 2026

Remote Guadalajara Full-time Mid-level IT Support & Helpdesk

At a glance

Mid-level IT Support & Helpdesk role at Helpware. Remote, Mexico · full-time.

In listing IT Support & Helpdesk salary

RoleIT Support & Helpdesk

SeniorityMid-level

LocationGuadalajara

WorkplaceRemote

EmploymentFull-time

PostedOct 21, 2026 · 3d ago

Role brief

remoteroles summary, based on the employer's posting.

What you'll do

Handle customer requests through tickets, email, chat and phone, solving basic software, hardware, access and product problems
Record customer conversations, diagnostic steps and outcomes in the ticketing platform
Pass tougher cases to the right support team, with clear records of the work already done
Use troubleshooting guides and workflows while meeting response and resolution targets
Explain technical issues in plain language and keep up with product and support updates

What you bring

At least one year in BPO, help desk, technical or IT support, or customer service
You can explain technical information clearly in writing and conversation
You understand computer systems, operating systems, internet connections and common software
You can investigate technical problems, identify likely causes and resolve them efficiently

Who this fits

This role suits someone comfortable handling several customer cases while staying organized, courteous and focused on resolving problems. The listing describes the position as Level 1 support in Guadalajara.

From the employer

Technical Support Representative (V)

Technical Support Representative | Guadalajara | Hybrid

$18,000 MXN Gross + 8% Savings Fund +$1,0000 Food Vouchers + Major Medical Insurance

Here's the deal!

We are looking for a motivated and tech-savvy individuals who are passionate about helping customers resolve technical issues and delivering exceptional support experiences.As a Level 1 Technical Support Specialist, you will serve as the first point of contact for customers seeking technical assistance with products, services, software, or hardware-related concerns.You will troubleshoot basic to intermediate issues, document resolutions, and escalate more complex problems when necessary. Success in this role requires strong communication skills, problem-solving abilities, and comfort navigating multiple systems and tools.

Your day-to-day!

Provide first-level technical support to customers via ticketing systems, email, chat, and phone.
Troubleshoot and resolve basic technical issues related to software, hardware, account access, and product functionality.-
Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing platform.
Escalate unresolved or complex technical issues to appropriate support teams while ensuring proper case documentation.
Follow established troubleshooting procedures, workflows, and knowledge base articles.
Maintain SLAs and meet performance metrics related to response and resolution times.
Communicate technical information clearly and professionally to non-technical users.
Stay up to date on product knowledge, system updates, and support processes.
Demonstrate strong time management and prioritization skills while managing multiple support requests.
Perform other duties and projects as assigned.

What you need

At least 1 year of BPO, Help Desk, Technical Support, IT Support, or Customer Service experience.
Strong verbal and written communication skills with the ability to explain technical concepts clearly.
Basic understanding of computer systems, operating systems, internet connectivity, and common software applications.
Experience working with ticketing systems, CRM platforms, or help desk tools is preferred.
Excellent troubleshooting and analytical problem-solving skills.
Ability to diagnose, research, and resolve technical issues efficiently.
Strong organizational skills and attention to detail.
Courteous, professional, and customer-focused attitude.