Helpdesk Senior Associate – Desktop Support Senior AssociateLocation: Guadalajara, Jalisco, Mexico – Remote work available.ResponsibilitiesProvide 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.QualificationsAvailability 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 helpdesk support.Experience with Microsoft Office and basic hardware troubleshooting.Experience in a call center environment, preferably wi...