IT Helpdesk Specialist - First-Line Support (Monterrey)

The SE Advantage Support L1 role serves as the first point of contact for users of the SE Advantage platform, providing customer-focused assistance across registration, quoting, order management, and system navigation. This position is essential for ensuring smooth platform operations, resolving common issues, and escalating complex cases as needed. Key Responsibilities User & Technical Support
- Provide first‑level support to SE Advantage users across North America.
- Handle inquiries via email, chat, and phone , including registration, account access, and quoting support.
- Diagnose and resolve basic hardware, software, and networking issues related to the platform.
- Guide users through processes such as creating quotes, navigating product catalogs, and managing orders.
- Walk customers through application use and troubleshooting steps. Case and Documentation Management
- Create, document, and track support cases using internal ticketing tools.
- Maintain knowledge base and documentation repositories for internal and external use.
- Follow up with users to ensure full resolution of issues. Escalation & Collaboration
- Escalate complex issues to L2/L3 technical teams or engineering when appropriate.
- Collaborate with internal engineers, customer experience teams, and cross‑functional groups to improve overall service quality. Platform Operations
- Assist with user account creation, management, and profile maintenance.
- Monitor platform status and report common trends or system issues to management.
- Support the maintenance of quoting templates, product configurations, and platform updates as guided by L2 teams. Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5v2e3k