CCTV Support Agent (Puebla)

Description

Position Summary: We are seeking talent for first- and second-level technical support, hardware and software problem diagnosis and resolution, and incident management for security and monitoring systems. Key Highlights: 1. First- and second-level technical support 2. Hardware and software problem diagnosis and resolution 3. Incident management and partner follow-up We are looking for the best talent—and that could be you. We are a company with over 10 years in the market, specializing in security and monitoring systems. ➢ General Requirements: * Age 25–38 years * Residence within one hour of the workplace (verifiable) * Flexible availability * Availability to rotate shifts * Letters of recommendation from the two most recent employers ➢ Education: * Minimum: Technical degree in Computer Science, Business Administration, Networking, or related field (with at least 6 months of experience; if no technical degree, minimum 1 year of experience). ➢ Experience: * Minimum 1 year of experience. * Customer service experience. * Partner follow-up experience preferred. * Experience in hardware and software problem diagnosis and resolution. * Knowledge of networking, CCTV, and alarm systems. * Familiarity with ticketing tools (e.g., Zendesk, Freshdesk, or Jira Service Management). * Basic knowledge of a VMS-type platform. * Intermediate proficiency in office productivity tools (Word, Excel, PowerPoint, Google Drive). ➢ Key Responsibilities: * Respond promptly to requests. * Provide first- and second-level technical support in person, by phone, or remotely. * Diagnose and resolve incidents related to systems, hardware, software, and technology services. * Submit and track service requests to resolve incidents. * Log and manage requests in the ticketing system, ensuring optimal response times. * Generate reports on incidents and support metrics. Partner follow-up and support. * Active listening skills. * Ability to work under pressure. * Organizational skills. * Handling phone calls, emails, and chat. ➢ Schedule: * Monday–Friday, 9:00 AM–7:00 PM ➢ Benefits: * Competitive salary * Statutory benefits * Employment type: Full-time Employment type: Full-time Salary: $17,524\.00 per month Benefits: * Option for an indefinite-term contract Education: * Completed high school (preferred) Experience: * Service desk: 1 year (preferred) Workplace: On-site employment