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Helpware

Technical Support Representative, Level V

Helpware

. Provide first-level technical support to customers via ticketing systems, email, chat, and phone .

Posted 10/17/2026full-timeGuadalajara • MexicoJunior💰 MX$18,000 per monthWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on troubleshooting, customer communication, and adherence to service level agreements. Proficient in managing multiple support requests while maintaining attention to detail and a customer-focused approach.

Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsTicketing Systems ProficiencyStrong Communication SkillsCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingTechnical Issue ResolutionBasic Computer Systems KnowledgeOperating Systems UnderstandingInternet Connectivity BasicsCommon Software ApplicationsAnalytical Problem-SolvingTime ManagementPrioritization SkillsDocumentation Skills
Soft Skills
Strong Verbal CommunicationStrong Written CommunicationOrganizational SkillsAttention to DetailProfessional Attitude
Tools & Technologies
Ticketing SystemsCRM PlatformsHelp Desk Tools
Industry Keywords
BPOHelp DeskIT SupportCustomer Service

About the role

Key responsibilities & impact
  • 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
  • Manage multiple support requests using time management and prioritization skills
  • Perform other duties and projects as assigned

Requirements

What you’ll 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

Benefits

Comp & perks
  • 8% Savings Fund
  • $1,000 MXN monthly food vouchers after 2 months
  • Major Medical Insurance after 3 months
  • Paid training
  • Full law benefits