About the Role
Role
Technical Support
Location
Guadalajara, Mexico
Responsibilities
Technical Support Troubleshoot and resolve issues that have been escalated from the Helpdesk.
Incident Management: RTrack and document issues: Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).
Escalate issues: If unable to resolve, escalated complex issues to higher-level support or specialized teams (e.g., engineers or developers).
Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to confirm their problems have been resolved.
System Monitoring & Maintenance Monitor system performance: Keep an eye on system performance and reliability, ensuring systems are functioning optimally.
User Training and Documentation Create documentation: Develop user guides, knowledge base articles, FAQs, and other documentation to help users self‑service common issue...
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