Helpdesk Senior Associate

Location: Guadalajara, Jalisco, Mexico – Remote work available.

• 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.

• 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 service or he...