Job Summary

The Tech Expert provides hardware and tech support for payment devices, printers, and other peripherals. This role requires a strong technical background, troubleshooting skills, and excellent customer service to assist with hardware-related issues.

Key Responsibilities

✅ Hardware & Technical Support

• Diagnose and resolve issues with payment devices, printers, and scanners.
• Guide customers through setup, configuration, and firmware updates.
• Troubleshoot connectivity issues (USB, Bluetooth, Wi-Fi, TCP/IP).
• Support POS system integrations and basic OS navigation (Windows, Android, iOS).

✅ IT & Networking Basics (Must-Have)

• Assist with network setups, IP configurations (Static vs. DHCP), and connectivity diagnostics.
• Explain basic commands (e.g., PING, CMD) and guide customers through cabling setup.
• Differentiate between modems, routers, and switches for troubleshooting.

✅ Customer-Centric Support (Must-Have)

• Communicate technical solutions clearly and avoid jargon.
• Handle calls professionally, managing frustrated customers with empathy.
• Follow escalation procedures and document cases accurately.

✅ Problem-Solving & Troubleshooting

• Use step-by-step workflows to identify root causes (hardware, software, or user error).
• Collaborate with senior teams on complex issues outside standard procedures.

✅ Multitasking & Organization

• Manage multiple cases efficiently and prioritize based on SLA requirements.
• Use CRM systems (Salesforce preferred) to log cases and track resolutions.

✅ Tools & System Knowledge

• Operate ticketing systems (Zendesk, Freshdesk, Salesforce).
• Utilize remote support tools (TeamViewer, LogMeIn) for troubleshooting.

✅ Interpersonal & Teamwork Skills

• Share knowledge with teammates to improve support efficiency.
• Stay composed under high call volumes and adapt to new updates quickly.

Ideal Candidate Skills

✔ Strong hardware and networking troubleshooting skills
✔ Clear and assertive communication with customers
✔ Ability to multitask and manage case documentation effectively
✔ Experience with CRM and remote support tools
✔ Team-oriented with a problem-solving mindset

What We Offer:

• Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN
• Food Vouchers: $1,500.00 MXN per month
• Comprehensive Benefits: Law benefits, SGMM, Visual Insurance, Dental Insurance, Life Insurance
• Work-Life Balance: Two days off per week
• Perks: Total Pass (gym membership), Career Development & Growth Opportunities

This role is ideal for a tech-savvy professional who enjoys problem-solving, customer interaction, and working in a fast-paced support environment. 🚀

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