It Technical Support Representative (Mexico) (Xico)

IT Technical Support Representative (Mexico)We are a full-service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.ResponsibilitiesAct as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Document incidents and resolutions and provide updates to the knowledge base where applicable.Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.Use a licensed Windows computer with a serial number; customized or jailbroken homemade devices are not accepted.Have a strong wired internet connection to support systems and possess a Windows Computer with a working webcam.Have a working camera for training sessions and 1:1 conversation.Have a working headset with a microphone; speakers are not permitted on calls.Be willing to have Crowdstrike installed on your personal computer/laptop.Install third-party software to run the screen capture module: Microsoft Windows Installer 2.0 or later, Microsoft Visual C++ **** Redistributable 32-bit, Microsoft . NET Framework 4.6.2 or 4.7.x.Download and configure DUO Mobile on your mobile phone for multi-factor authentication.Maintain a download speed of at least 25 MB/s with latency (RTT) of Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uus69