Level 1 Technical Support

Description

**We are the \#ParrotFlock** Parrot is THE operating system for restaurants, and our mission is to empower every restaurant to become its best self. We are revolutionizing the restaurant industry. We are a team of people passionate about technology and food (what better combination, right?) and we dedicate all our experience and talent to helping the restaurant world reach new heights in Mexico and LATAM. **About the position** We are looking for a Technical Support Agent to join our Customer Care team and take care of the experience of our internal customers. Every person at Parrot is the precise ingredient needed to contribute, design, and develop new and different solutions; what unites us all, without exception, is our focus on delivering an amazing service. We are the \#ParrotFlock ✨ **Responsibilities** * Handle 100% of assigned customer calls and emails promptly and accurately. * Meet the full resolution time requirement of under 12 hours. * Maintain customer satisfaction above 95% in every interaction. * Stay up-to-date on processes, tools, and solution features to deliver high-quality solutions to our customers. * Document cases in appropriate channels to identify product improvement opportunities. * Resolve each incident with high service quality, consistent resolution, and accurate logging in our tools. * Ownership and independence in resolving technical and administrative cases. **What do you need?** **️** * Location: CDMX or metropolitan area * 1 year of technical support experience * Intermediate Excel knowledge * Bachelor’s degree in Systems Engineering, IT, or equivalent * Advanced knowledge of Windows and Android systems * Understanding of hardware and network installation and operation * Knowledge of thermal printer configuration * Point-of-sale software usage knowledge (desirable) * Zendesk experience (desirable) **What are we looking for?** * A profile oriented toward problem-solving, attention to detail, and customer service. * Excellent oral and written communication skills. * Ability to adapt to constant change. **Benefits of the \#ParrotFlock** * Direct employment contract and full payroll * Unlimited vacation days. Yes, you read that right — no limit * Senior pet medical insurance * 20 days of year-end bonus * Online courses to support your professional development * Department store discounts * Telemedicine (psychology, general medicine, and nutrition) * Flexible working hours, aligned with work-life balance * Pet-friendly offices At Parrot, we celebrate every new team member and the growth opportunities they bring to all of us — \#WeAreOpen. If you have the curiosity and passion to revolutionize the restaurant world, we invite you to join the \#ParrotFlock. We want to reach new heights with you!